Senior IT Service Desk Lead: Client Support & Escalations

NTT Limited; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

NTT DATA in New York is seeking a Senior Managed Services Service Desk Agent to act as escalation point for clients and vendors. You will handle calls, chats, tickets, and mailbox management, applying ITIL-aligned procedures to resolve incidents or service requests.

This role requires delivering first-call resolutions where possible, timely updates to clients, and collaboration with resolver groups to ensure service quality. On-site workplace with a focus on continuous improvement.

Qualifications

• Advanced IT qualification or technical diploma or equivalent.
• India-specific requirement: 13 years of education with IT diploma/degree or equivalent.
• ITIL v4 foundation knowledge is preferable.

Responsibilities

• Receives, logs, validates and diagnoses client requests across products/services.
• Follows processes, follows up for closure and provides updates.
• Responds to tickets with product/process knowledge and first-call resolution where possible.
• Triggers creation of knowledge articles when gaps exist.
• Provides knowledge transfer and training to new hires.
• Works with resolver groups to ensure timely updates to clients.
• Produces breach and aging reports for tickets.
• Identifies process gaps and suggests improvements.
• Escalates issues when necessary and maintains professional service quality.

Skills

ITIL knowledge

Shift flexibility

Stakeholder interaction

Attention to detail

Communication skills

Team player

Problem solving

Education

Advanced IT qualification/Technical Diploma

India-specific 13 years education in IT

Tools

Cisco

Firewall (FW)

RSA

SOC tools

Job description

NTT DATA in New York is seeking a Senior Managed Services Service Desk Agent to act as escalation point for clients and vendors. You will handle calls, chats, tickets, and mailbox management, applying ITIL-aligned procedures to resolve incidents or service requests.

This role requires delivering first-call resolutions where possible, timely updates to clients, and collaboration with resolver groups to ensure service quality. On-site workplace with a focus on continuous improvement.