Senior IT Service Desk Lead - Managed Services

NTT America, Inc.; Makati; Hybrid; PHP 320,000 - 520,000; Full time

Benefits offered by this job

Hybrid working

Job summary

NTT DATA Philippines invites you to join a global technology services leader as Senior Managed Services Service Desk Agent. You will handle calls, chats, tickets, and mailbox management, escalating where needed and following ITIL-based procedures to resolve incidents and requests.

You will log, diagnose, and update clients, share knowledge, train new hires, and work with resolver groups to ensure timely updates and ongoing service improvements.

Qualifications

• Advanced general qualification in Technology (Technical Diploma) or equivalent.
• India-specific requirement – 13 years of education with a diploma in IT or a graduate degree or equivalent.
• ITIL v4 foundation certification and knowledge is preferable.

Responsibilities

• Receives, logs, validates and diagnoses client requests for the full range of products and services.
• Diligently follows processes, follows up for closure and reporting.
• Responds to tickets using product and process knowledge.
• Provides first call resolution where possible using SOPs or work instructions.
• Flags knowledge articles requirement when relevant content is missing.
• Provides new hire knowledge transfer and training.
• Provides timely updates to clients on pending requests or tickets.
• Collaborates with resolver groups to ensure timely client updates.
• Produces breach and aging reports for tickets.
• Identifies gaps in processes and suggests improvements.
• Escalates issues with sound judgment when needed.
• Maintains professional service quality and client satisfaction.

Skills

Communication skills

Attention to detail

Stakeholder interaction

Judgment under pressure

Team player

Verbal and written communication

Education

Technical Diploma in IT

IT degree or higher

ITIL v4 Foundation certification

Tools

WAN/LAN/WLAN

Security

Cloud

Video conferencing

Job description

NTT DATA Philippines invites you to join a global technology services leader as Senior Managed Services Service Desk Agent. You will handle calls, chats, tickets, and mailbox management, escalating where needed and following ITIL-based procedures to resolve incidents and requests.

You will log, diagnose, and update clients, share knowledge, train new hires, and work with resolver groups to ensure timely updates and ongoing service improvements.