Job Description

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive. Your day at NTT DATAThe Managed Services Service Desk Agent is a senior service desk resource and the first 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.The Managed Services Service Desk Agent applies standard operating procedures, in line with expectations of the role. What you'll be doingKey Responsibilities:Receives, logs, validates and diagnoses 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.Provides client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.Flags the need for such content, when relevant articles are not availableProvides timely updates to clients, when requested, on any pending requests or tickets.Works closely with resolver groups, and other functions, to ensure timely updates are sent to the client.