IOC On-Site Analyst

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?

The Senior Managed Services Service Desk Agent acts as the escalation point of contact for clients and vendors. This role is responsible for taking calls, chat requests, or tickets and mailbox management and handling resulting incidents or service requests. This role applies standard operating procedures, in line with expectations of the role.

Working at NTT

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
• Diligently follow processes, continuous follow-ups for closure and reporting
• Uses Managed Services 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. Trigger knowledge articles requirement, or flag the need for such content, when relevant articles are not available
• Provide new hire knowledge transfer and training
• 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
• Use sound judgment to escalate an issue to a higher level
• Ensure that a professional level of service quality is maintained and that clients are satisfied

Knowledge, Skills and Attributes:

• Ambitious self-starter passionate about IT with the ability to work under guidance
• 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
• Team player with excellent attention to detail and client focussed
• Excellent and effective verbal and written communication skills
• Ability to work in 24X7 shift structure, based on a defined roster
• Familiar with basic ITIL concepts
• Basic knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset

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
• ITIL v4 foundation knowledge is preferable

Required Experience:

• Solid demonstrated related work experience gained in a similar role within an information technology environment
• Solid demonstrable related work experience in the Technology Industry (e.g. Cisco RandS, FW, RSA, SOC etc.) and Call Centre environment is preferred

Skills Summary

Cloud Technology

What will make you a good fit for the role?

Workplace type:

On-site Working

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

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