Senior IT Service Desk Specialist | Hybrid | 24/7 Support

Awanui Group

Wellington

Hybrid

NZD 60,000 - 80,000

Full time

7 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

Hybrid working

Job summary

NTT DATA in Wellington, NZ is seeking a Managed Services Service Desk Agent to be the senior first point of contact for clients and vendors. You will take calls, chats, or tickets, manage mailboxes, and handle incidents or service requests in line with SLAs.

The role requires applying ITIL-based procedures, delivering first call resolution where possible, providing timely updates, and collaborating with resolver groups to ensure timely outcomes while maintaining professional service quality in a

Qualifications

Advanced technology qualification (Technical Diploma) or equivalent.
ITIL v4 Foundation certification preferred.
Experience in Technology industry and Call Center preferable.

Responsibilities

Receive, log, validate and diagnose client requests across products and services.
Provide first contact resolution and timely updates to clients.
Maintain service level agreements using standard tools and processes.
Log, escalate, and communicate incidents to resolver groups.
Identify gaps and suggest process improvements.