Senior Managed Services Service Desk Lead (Hybrid)

NTT DATA, Inc.; Makati; Hybrid; PHP 420,000 - 640,000; Full time

Job summary

NTT DATA, Inc. is seeking a Senior Managed Services Service Desk Agent to act as escalation point for clients and vendors. You will handle calls, chat, tickets and mailbox management, applying SOPs and SLAs to resolve incidents and requests.

The role requires ITIL knowledge, strong communication, and the ability to work in a 24x7 shift. Hybrid working is supported, with a focus on delivering high-quality service and client satisfaction.

Qualifications

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

Responsibilities

• Receives, logs, validates and diagnoses client requests across the full range of products and services.
• Diligently follows processes, with continuous follow-ups for closure and reporting.
• Uses Managed Services knowledge and discretion to respond to tickets.
• Provides first call resolution where possible using SOPs or work instructions.
• Triggers knowledge articles or flags content gaps when needed.
• Delivers new hire knowledge transfer and training.
• Provides timely updates to clients on any pending requests or tickets.
• Works closely with resolver groups to ensure timely updates.
• Produces breach and aging reports for tickets opened by the service desk.
• Identifies gaps in processes and recommends improvements.
• Maintains professional service quality to ensure client satisfaction.

Skills

ITIL concepts

Strong communication

24x7 shift

Stakeholder management

Network basics

Cloud knowledge

Education

Advanced general qualification in Technology (Technical Diploma) or equivalent

India-specific 13 years of education with IT diploma or graduate degree

ITIL v4 Foundation certification (preferable)

Job description

NTT DATA, Inc. is seeking a Senior Managed Services Service Desk Agent to act as escalation point for clients and vendors. You will handle calls, chat, tickets and mailbox management, applying SOPs and SLAs to resolve incidents and requests.

The role requires ITIL knowledge, strong communication, and the ability to work in a 24x7 shift. Hybrid working is supported, with a focus on delivering high-quality service and client satisfaction.