Senior Managed Services Client Service Desk Agent

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

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

The Senior Managed Services Service Desk Agent is a skilled service desk resource and is responsible for acting as the escalation point of contact for clients and vendors.

This role is responsible for taking calls, chat requests, or tickets and mailbox management and handling resulting incidents or service requests.

The Senior Managed Services Service Desk Agent applies standard operating procedures, in line with expectations of the role.

Key responsibilities:

• Receives, logs, validates and diagnoses client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes.

• Diligently follows processes, continuous follow-ups for closure and reporting.

• Uses Managed Services product and process knowledge along with discretion to respond to tickets.

• Provides client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.

• Triggers knowledge articles requirement, or flags the need for such content, when relevant articles are not available.

• Provides new hire knowledge transfer and training.

• Provides timely updates to clients, when requested, on any pending requests or tickets.

• Works closely with resolver groups, and other functions, to ensure timely updates are sent to the client.

• Produces breach and aging reports for tickets opened by the service desk.

• Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement.

• Uses sound judgment to elevate an issue to a higher level.

• Ensures that a professional level of service quality is maintained and that clients are satisfied.

To thrive in this role, you need to have:

• Ambitious self-starter who is passionate about IT.

• Skilled at using sound judgment to elevate an issue to a higher level.

• Methodical in approach to ticket resolution.

• Demonstrates a skilled ability to interact with a variety of stakeholders.

• Demonstrates required integrity to ensure excellent client service and retention.

• Team player with excellent attention to detail and client focused.

• Effective verbal and written communication skills.

• Ability to work in 24X7 shift structure, based on a defined roster.

• Familiar with ITIL concepts.

• Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset.

Academic qualifications and certifications:

• Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.

• India specific – A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent.

• ITIL v4 foundation certification and knowledge is preferable.

Required experience:

• Solid demonstrated related work experience gained in a similar role within an information technology environment.

• Solid demonstrable related work experience in the Technology Industry (for example. Cisco, FW, RSA, SOC etc.) and Call Center environment is preferred.

Workplace type:

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune

Global 100. We are committed to accelerating client success and positively impacting society through

responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with

unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and

application services. Our consulting and industry solutions help organizations and society move

confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more

than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as

established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each

year in R&D.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.