Senior Agent: Ms Service Desk

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

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?**

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

**Working at NTT**

**Key Roles and Responsibilities**:

- Act as technical Lead for junior agents
- Implement agreed client improvements
- 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**:

- Strong remote technical troubleshooting skills
- VPN and Network experience a must
- 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
- Excellent and effective verbal and written communication skills
- Ability to work in 24X7 shift structure, based on a defined roster

**Academic Qualifications and Certifications**:

- Advanced 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 substantial 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?**

Standard career level descriptor for job level:

- Skilled specialist
- Completes work in resourceful ways
- Uses considerable judgement and initiative
- Understands implications of work
- Makes solution recommendations
- Selects own methods/processes to get work done
- May be informal team leader
- Typically requires significant level of related experience

**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.