Senior Managed Services Desk Pro — 24/7 Client Impact

NTT DATA, Inc.; Philippines; Hybrid; PHP 420,000 - 600,000; Full time

Job summary

NTT DATA, Inc. is seeking a Senior Managed Services Service Desk Agent to act as the escalation point for clients and vendors. The role handles calls, chat, tickets and mailbox management, applying standard procedures and ensuring timely resolution.

The candidate will work in a hybrid setting and collaborate with resolver groups to provide updates, breaches reporting and process improvements while maintaining high service quality for clients.

Qualifications

• Experience in an IT service desk or managed services environment.
• Ability to interpret and apply ITIL processes and SLAs.
• Strong communication with clients and internal teams.

Responsibilities

• Receives, logs, validates and diagnoses client requests across product lines.
• Follows procedures and provides timely updates to clients on tickets.
• Escalates issues when necessary and ensures first-call resolution where possible.

Skills

ITIL concepts

Ticketing systems

Communication skills

Customer service

Team player

Education

Advanced IT Diploma/Technology

13 years education (India requirement)

Tools

Cisco

RSA

Job description

NTT DATA, Inc. is seeking a Senior Managed Services Service Desk Agent to act as the escalation point for clients and vendors. The role handles calls, chat, tickets and mailbox management, applying standard procedures and ensuring timely resolution.

The candidate will work in a hybrid setting and collaborate with resolver groups to provide updates, breaches reporting and process improvements while maintaining high service quality for clients.