Senior Managed Services Desk Agent | Hybrid & 24/7 Support

NTT DATA, Inc.; Wellington; Hybrid; NZD 50,000 - 70,000; Full time

Benefits offered by this job

Hybrid Working

Career Development

Job summary

NTT DATA is seeking a Hybrid Managed Services Service Desk Agent to be the senior point of contact for clients and vendors. You will handle calls, chats, tickets and mailbox management, applying standard procedures to resolve incidents and service requests.

The role focuses on logging, diagnosing and resolving requests, providing timely updates, and collaborating with resolver groups to maintain high service quality. Shift work is required.

Qualifications

• Advanced general qualification in Technology (Technical Diploma) or equivalent.
• ITIL v4 Foundation certification preferable.
• Experience in technology industry and call center environment preferred.

Responsibilities

• Receives, logs, validates and diagnoses client requests across products and services.
• Provides first call resolution when possible using standard procedures.
• Keeps clients updated on pending requests and tickets with timely communication.
• Collaborates with resolver groups to ensure timely updates.
• Produces breach and aging reports for tickets and identifies improvement opportunities.
• Elevates issues using sound judgment when needed.
• Maintains professional service quality and client satisfaction.

Skills

Self-starter

Judgment

Methodical

Stakeholder mgmt

Integrity

Team player

Communication

Shift work

Education

Advanced Diploma in Technology (Technical Diploma)

ITIL v4 Foundation

Job description

NTT DATA is seeking a Hybrid Managed Services Service Desk Agent to be the senior point of contact for clients and vendors. You will handle calls, chats, tickets and mailbox management, applying standard procedures to resolve incidents and service requests.

The role focuses on logging, diagnosing and resolving requests, providing timely updates, and collaborating with resolver groups to maintain high service quality. Shift work is required.