MS Service Desk Agent
NTT Ltd.
Manila, Philippines
4d ago

In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things.

We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure.

At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.

The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.

Want to be a part of our team?The MS Service Desk Agent is the first point of contact for clients and vendors, accountable for taking calls, chat requests or tickets and handling resulting incidents or service requests applying standard operating procedures, in line with expectations of the role.

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 Key Roles and Responsibilities : Receive, log, validate and diagnose client requests, on full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms and processesUses MS product and process knowledge along with discretion to respond to ticketsProvide 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 availableProvide 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 clientProduce breach and ageing reports for tickets opened by service deskIdentify gaps and short comings in the current processes, procedures, services and provide recommendations for improvement Knowledge, Skills and Attributes : Ability to work under guidanceAmbitious self-starterAbility to use sound judgement to escalate an issue to a higher levelMethodical in approach to ticket resolutionDemonstrates ability to interact with a variety of stakeholdersDemonstrates required integrity to ensure excellent client service and retentionDemonstrates the attributes of professionalsExcellent attention to detail and client focussedStrong and effective verbal and written communication skillsAbility to work in 24X7 shift structure, based on a defined roster Academic Qualifications and Certifications : General Qualification in Technology (Technical Diploma) or equivalentIndia 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 experienceDemonstrable 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 :

  • Have substantial understanding of the job
  • Uses skills and knowledge to complete a wide range of tasks
  • Work is moderately difficult
  • Need to use judgement to solve issues or make recommendations
  • Receives very little daily instruction
  • Only gets general instructions on new work
  • Typically requires demonstrable level of related experience.
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