MS Service Desk Agent
NTT
Kapitolyo, Philippines
6d ago

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure.

We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace.

The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

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 processes
  • 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?

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

    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.

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