Senior IT Service Desk Specialist

NTT Limited; Gqeberha; On-site; ZAR 201,000 - 290,000; Full time

Job summary

NTT DATA is seeking a Managed Services Service Desk Agent for an on-site role in South Africa. You will be the primary contact for clients and vendors, handling calls, chats, or tickets and mailbox management in a structured service environment.

You will log and diagnose requests, apply standard procedures, and strive for first-call resolution while collaborating with resolver groups to ensure timely updates and quality service. Knowledge of ITIL and networking concepts is desirable.

Qualifications

• ITIL concepts knowledge and practice.
• Effective communication, both verbal and written.
• Experience handling 1st line support and tickets.

Responsibilities

• Receives, logs, validates and diagnoses client requests across products and services, following SLAs.
• Uses product/process knowledge to respond to tickets and provide first-call resolution where possible.
• Provides timely updates to clients on pending requests or tickets.

Skills

ITIL concepts

Communication skills

First-line support

Ticket handling

Education

Information Technology Diploma

ITIL v4 Foundation Certification

Job description

NTT DATA is seeking a Managed Services Service Desk Agent for an on-site role in South Africa. You will be the primary contact for clients and vendors, handling calls, chats, or tickets and mailbox management in a structured service environment.

You will log and diagnose requests, apply standard procedures, and strive for first-call resolution while collaborating with resolver groups to ensure timely updates and quality service. Knowledge of ITIL and networking concepts is desirable.