NTT Ltd. Looking for Agent: MS Service Desk at Bengaluru, Karnataka Full Time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

Responds to inbound, routine customer telephone inquiries regarding products, services, order status, and other general questions.

Typically uses scripted dialogue and may escalate inquiry to product support, billing, sales, or return/repair.

Log calls and updates customer account records.

At higher levels, may be asked to provide responses to submitted questions through outbound calling.

Working at NTT

The MS Service Desk Agent is the first point of contact for clients and vendors, accountable for taking calls, chat requests, or tickets and handling resulting incidents or service requests applying standard operating procedures, in line with expectations of the role.

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 processes

Uses MS product and process knowledge along with discretion to respond to tickets

Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions. Build knowledge articles, or flag the need for such content, when relevant articles are not available

Provide timely updates to clients, when requested, on any pending requests or tickets.

Work closely with resolver groups, and other functions, to ensure timely updates are sent to the client

Produce breach and aging reports for tickets opened by the service desk

Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement

Knowledge, Skills, and Attributes:
Ability to work under guidance

Ambitious self-starter

Ability to use sound judgment to escalate an issue to a higher level

Methodical in approach to ticket resolution

Demonstrates ability to interact with a variety of stakeholders

Demonstrates required integrity to ensure excellent client service and retention

Demonstrates the attributes of professionals

Excellent attention to detail and client focussed

Strong and effective verbal and written communication skills

Ability to work in 24X7 shift structure, based on a defined roster

Academic Qualifications and Certifications:
General Qualification in Technology (Technical Diploma) or equivalent

India specific – A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent

Required Experience:
A moderate number of years work experience

Demonstrable related work experience in the Technology Industry and Call Centre environment is preferred

What will make you a good fit for the role?

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:
Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.

Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

Being your best self – in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.