Senior Service Desk Agent — 24/7 ITIL & Client Support

NTT America, Inc.; Gqeberha; On-site; ZAR 180,000 - 300,000; Full time

Job summary

NTT DATA is seeking a Managed Services Service Desk Agent to be the senior service desk resource and primary contact for clients and vendors. This on-site role handles calls, chat, tickets, and mailbox management, applying standard procedures to incidents and requests.

You will log, diagnose and resolve issues while maintaining updates and escalation when necessary. Join a team focused on delivering professional service quality, with strong communication and collaboration across resolver groups.

Qualifications

• 2+ years of work experience in technology or call center environments.
• Qualification in Information Technology (Technical Diploma) or equivalent.
• ITIL v4 foundation certification is preferable.

Responsibilities

• Log, diagnose and resolve client requests across products and services.
• Provide first-call resolution where possible.
• Keep clients updated on ticket status and progression.
• Escalate issues when needed and coordinate with resolver groups.
• Produce breach and aging reports for tickets.
• Identify gaps and recommend process improvements.
• Maintain professional service quality and client satisfaction.
• Operate within a 24x7 shift roster.

Skills

ITIL knowledge

Escalation judgment

Ticket resolution

Stakeholder interaction

Communication skills

24x7 shift readiness

Education

Information Technology Diploma

ITIL 4 Foundation

Job description

NTT DATA is seeking a Managed Services Service Desk Agent to be the senior service desk resource and primary contact for clients and vendors. This on-site role handles calls, chat, tickets, and mailbox management, applying standard procedures to incidents and requests.

You will log, diagnose and resolve issues while maintaining updates and escalation when necessary. Join a team focused on delivering professional service quality, with strong communication and collaboration across resolver groups.