Ms Service Desk Agent

7 months ago

Dunedin, New Zealand NTT Ltd. 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?**

Job Profile Summary

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**
- 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

**Knowledge, Skills, and Attributes**
- Have strong passion and interest in IT and tech-savvy.
- 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 focused.
- Strong and effective verbal and written communication skills.
- Ability to work in 24X7 shift structure, based on a defined roster.

**What will make you a good fit for the role?**

**Note**:
Hybrid work (working from home + working from office)

**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

**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 Wor

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