Senior Managed Services Desk Agent | Hybrid 24/7 Support

NTT Communications; Philippines; Hybrid; PHP 480,000 - 900,000; Full time

Job summary

NTT DATA is seeking a Senior Managed Services Service Desk Agent in the Philippines to act as the escalation point for clients and vendors. The role handles calls, chats, tickets, and mailbox management, applying standard operating procedures and SLAs.

The position requires ITIL knowledge, strong communication, and the ability to work in a 24x7 shift with a hybrid work model. NTT DATA emphasizes diversity, inclusion, and responsible innovation.

Qualifications

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

Responsibilities

• Receives, logs, validates and diagnoses client requests, applying SLAs with standard tools.
• Follows processes with continuous follow-ups for closure and reporting.
• Uses Managed Services product and process knowledge to respond to tickets.
• Provides first call resolution where possible using SOPs/work instructions.
• Triggers knowledge articles when relevant articles are unavailable.
• Provides new hire knowledge transfer and training.
• Keeps clients updated on pending requests or tickets.
• Works with resolver groups to ensure timely client updates.
• Produces breach and aging reports for tickets.
• Identifies gaps in processes and provides improvement recommendations.
• Escalates issues when necessary and maintains professional service quality.

Skills

ITIL knowledge

Communication skills

Team player

Problem solving

Shift flexibility

IT service desk

Education

Technical Diploma in IT

Tools

Networking basics (WAN/LAN/WLAN)

Cloud / Videoconferencing

ITSM tooling

Job description

NTT DATA is seeking a Senior Managed Services Service Desk Agent in the Philippines to act as the escalation point for clients and vendors. The role handles calls, chats, tickets, and mailbox management, applying standard operating procedures and SLAs.

The position requires ITIL knowledge, strong communication, and the ability to work in a 24x7 shift with a hybrid work model. NTT DATA emphasizes diversity, inclusion, and responsible innovation.