Ms Service Desk Agent

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 **Key Roles and Responsibilities**: - 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 client - Produce breach and ageing reports for tickets opened by service desk - Identify gaps and short comings 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 judgement 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**: - 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?** - IT tertiary qualification - Experience in delivering exceptional customer service - Excellent problem solving skills - Good command of the English language and a clear confident telephone voice - Experience of ITILv3 or ITIL4 - Flexibility with rotating shifts which include late evening and early morning **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.