Senior Managed Service Desk Agent - Hybrid IT Support

NTT Ltd Group Services United Kingdom Limited; Wellington; Hybrid; NZD 70,000 - 90,000; Full time

Job summary

NTT DATA is seeking a Managed Services Service Desk Agent to serve as a senior service desk resource and the first point of contact for clients and vendors. The role involves logging, diagnosing, and resolving incidents or service requests, and applying standard operating procedures.

The position requires ITIL knowledge, experience with ticket handling across networks, and strong communication skills. The workplace is hybrid, with involvement in shift rosters to cover 24x7 operations.

Qualifications

• Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
• ITIL v4 foundation certification and knowledge is preferable.

Responsibilities

• Receives, logs, validates and diagnoses client requests across products and services using SLAs.
• Provides first-call resolution where possible using standard procedures.
• Keeps clients updated on pending requests or tickets and coordinates with resolver groups.
• Identifies gaps in processes and suggests improvements.
• Maintains professional service quality and client satisfaction.

Skills

ITIL knowledge

Network basics

Communication skills

Ticket resolution

Education

Technical Diploma or equivalent

ITIL v4 Foundation

Job description

NTT DATA is seeking a Managed Services Service Desk Agent to serve as a senior service desk resource and the first point of contact for clients and vendors. The role involves logging, diagnosing, and resolving incidents or service requests, and applying standard operating procedures.

The position requires ITIL knowledge, experience with ticket handling across networks, and strong communication skills. The workplace is hybrid, with involvement in shift rosters to cover 24x7 operations.