Senior Managed Services Client Service Desk Agent

Senior Managed Services Service Desk Agent

A skilled service desk resource responsible for acting as the escalation point of contact for clients and vendors, handling calls, chat requests, tickets, and mailbox management to resolve incidents or service requests.

• Receives, logs, validates and diagnoses client requests across the full range of products and services, applying agreed service level agreements and leveraging standard tools, platforms, and processes.
• Diligently follows processes, conducts continuous follow‑ups for closure, and reports accordingly.
• Uses Managed Services product and process knowledge with discretion to respond to tickets.
• Provides clients with first‑call resolution where possible, using standard operating procedures or work instructions.
• Triggers knowledge‑article requirements or flags the need for such content when relevant articles are not available.
• Provides new‑hire knowledge transfer and training.
• Provides timely updates to clients on any pending requests or tickets when requested.
• Works closely with resolver groups and other functions to ensure timely updates are sent to the client.
• Produces breach and aging reports for tickets opened by the service desk.
• Identifies gaps and shortcomings in current processes, procedures, and services, and provides recommendations for improvement.
• Escalates issues to higher levels using sound judgment when necessary.
• Ensures a professional level of service quality is maintained and clients remain satisfied.

• Ambitious self‑starter passionate about IT.
• Methodical approach to ticket resolution.
• Skilled at using sound judgment to escape an issue to a higher level.
• Ability to interact effectively with a variety of stakeholders.
• Maintains integrity to ensure excellent client service and retention.
• Team player with excellent attention to detail and client focus.
• Effective verbal and written communication skills.
• Ability to work in 24X7 shift structure, based on a defined roster.
• Familiarity with ITIL concepts.
• Knowledge of network technologies (WAN, LAN, WLAN), security, cloud, video conference or collaboration is an asset.
• Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
• India specific – minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent.
• ITIL v4 foundation certification and knowledge is preferable.

Solid demonstrated related work experience gained in a similar role within an information technology environment. Demonstrated related experience in the technology industry (e.g., Cisco, firewall, RSA, SOC, etc.) and a call‑center environment is preferred.

On‑site Working

NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.