Service Desk Agent

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

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.

Your day at NTT DATA

The Managed Services Service Desk Agent is a senior service desk resource and the first point of contact for clients and vendors.

This role is responsible for taking calls, chat requests, or tickets, and Mailbox management and handling resulting incidents or service requests.

The Managed Services Service Desk Agent applies standard operating procedures, in line with expectations of the role.

Key responsibilities

• Receives, logs, validates and diagnoses client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes.
• Uses Managed Services product and process knowledge along with discretion to respond to tickets.
• Provides client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
• Flags the need for such content, when relevant articles are not available
• Provides timely updates to clients, when requested, on any pending requests or tickets.
• Works closely with resolver groups, and other functions, to ensure timely updates are sent to the client.
• Produces breach and aging reports for tickets opened by the service desk.
• Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement.
• Uses sound judgment to escal an issue to a higher level.
• Ensures that a professional level of service quality is maintained and that clients are satisfied.

To thrive in this role, you need to have

• Ambitious self-starter who is passionate about IT.
• Solid expertise at using sound judgment to escal an issue to a higher level.
• Methodical in approach to ticket resolution.
• Demonstrates an ability to interact with a variety of stakeholders.
• Demonstrates required integrity to ensure excellent client service and retention.
• Team player with excellent attention to detail and client focused.
• Effective verbal and written communication skills.
• Ability to work in 24X7 shift structure, based on a defined roster.
• Familiar with ITIL concepts.
• Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset.

Academic qualifications and certifications

• Qualification in Information Technology (Technical Diploma) or equivalent qualification..
• ITIL v4 foundation certification and knowledge is preferable.

Required experience

• 2+ years of worked experience.
• Demonstrable related work experience in the Technology Industry and Call Center environment is preferred.

Workplace type

On-site Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune
Global 100. We are committed to accelerating client success and positively impacting society through
responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with
unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and
application services. Our consulting and industry solutions help organizations and society move
confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more
than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as
established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.