Service Desk Agent, NTT

• Interest in building a career pathway within NTT
• Ambitious self-starter passionate about IT with the ability to work under guidance
• Ability to work in 24X7 shift structure, based on a defined roster
• 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 focussed
• Strong and effective verbal and written communication skills
• English Speaker
• Dutch Speaker
• Prior experience in IT not required

Desirable

• 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
• 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. 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
• 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