At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.
Want to be a part of our team?
Job Profile Summary
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.
Radford reference:
“Responds to in-bound, 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. Logs calls and updates customer account records. At higher levels, may be asked to provide responses to submitted questions through out-bound calling. Survey Tip: Employees reported to this position are typically first tier customer support, with a narrow scope of responsibility.”
Working at NTT
Job Description
We are currently looking for a Service Desk Agent to support the business in achieving its strategic objectives.
In this role, you will be the first line of contact for clients that use NTT’s services and you will play an important role in ensuring that a quality professional level of service is maintained and that clients are satisfied.
This is a great opportunity for an individual who has a real passion for technology and is looking for a foundation role to start their IT career with a multinational organization. A strong interest in IT and the desire to learn and develop within the industry will help you succeed in this role.
What we expect you to do
Provide first point of contact for all calls into the service desk
Log Incidents into a Service Management Database and provide Level 1 Service Desk support
Diagnosing and resolving or escalating our client’s queries
Diagnosis and implementation of short term fixes and escalation for second level support as required
Analyse incidents to identify root cause of problems and escalate via the call management system to appropriate resources
Ensure proper documentation is completed and call-logging system is accurately maintained for all incidents and service requests logged
Actively monitor the level of open incidents and ensure these are kept up to date
Continuously look for ways to improve and enhance service delivery for optimum client satisfaction
Ensure the Service Level Agreement is being met or exceeded by providing excellent customer service
Provide case status updates to our clients and affected end users
Maintain a knowledge base recording Problems and Known Error data, resolutions and workarounds
Learn, advocate and execute NTT’s global processes and procedures
What will make you a good fit for the role?
Join our growing global team and accelerate your career with us. Apply today.
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.
TELECOMMUTE Location: Hyderabad Graduates from any stream (Btech. & PG is not mandatory). Candidates trained at relevant technologies will be...
Apply For This JobJob Description Project Manager Job Brief: We are looking for an experienced Project Manager to manage organization of key client...
Apply For This JobWith unmatched technology and category-defining innovation, Icertis pushes the boundaries of what’s possible with contract lifecycle management (CLM). The AI-powered,...
Apply For This JobCity Gurgaon State/Province Haryana Country India Department Information Management Date Monday, June 12, 2023 Working time Full-time Ref# 20023049 Job...
Apply For This JobKennametal Inc. (NYSE: KMT) brings together materials science, technical expertise, innovative thinking and superior customer service to help the world...
Apply For This JobJob Code: 1007 Job Title:Assistant Professor – School of Computing/IT/MCA Opening Date:28/6/23 Closing Date:8/7/23 Location:Dehradun Department:Academic Min Experience:Min : 2Y...
Apply For This Job