Key Roles and Responsibilities : Receive, log, validate and diagnose client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processesDiligently follow processes, continuous follow-ups for closure and reportingUses Managed Services product and process knowledge along with discretion to respond to ticketsProvide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.Trigger knowledge articles requirement, or flag the need for such content, when relevant articles are not available
Provide new hire knowledge transfer and trainingProvide timely updates to clients, when requested, on any pending requests or ticketsWork closely with resolver groups, and other functions, to ensure timely updates are sent to the clientProduce breach and aging reports for tickets opened by the service deskIdentify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvementUse sound judgment to escalate an issue to a higher levelEnsure that a professional level of service quality is maintained and that clients are satisfiedKnowledge, Skills and Attributes : Ambitious self-starter passionate about IT with the ability to work under guidanceAbility to use sound judgment to escalate an issue to a higher levelMethodical in approach to ticket resolutionDemonstrates ability to interact with a variety of stakeholdersDemonstrates required integrity to ensure excellent client service and retentionDemonstrates the attributes of professionalsTeam player with excellent attention to detail and client focusedExcellent and effective verbal and written communication skillsAbility to work in 24X7 shift structure, based on a defined rosterFamiliar with basic ITIL conceptsBasic knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an assetAcademic Qualifications and Certifications : Advanced general qualification in Technology (Technical Diploma) or equivalentIndia specific A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalentITIL v4 foundation knowledge is preferableRequired Experience : Freshers
Skills Summary Business Administration, Customer Service, Help Desk Administration, Interpersonal Communication, Problem Resolution, Troubleshooting
What will make you a good fit for the role?
Workplace type : On-site Working
On-site Working
Equal Opportunity Employer NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
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