Senior Managed Services Client Service Desk Agent

NTT Ltd.•New York, NY

1d•Onsite

About The Position

The Senior Managed Services Service Desk Agent is a skilled service desk resource and is responsible for acting as the escalation 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 Senior Managed Services Service Desk Agent applies standard operating procedures, in line with expectations of the role.

Requirements

Ambitious self-starter who is passionate about IT.
Skilled at using sound judgment to escalate an issue to a higher level.
Methodical in approach to ticket resolution.
Demonstrates a skilled ability to interact with a variety of stakeholders.
Demonstrates required integrity to ensure excellent client service and retention.
Team player with excellent attention to detail and client focused.
Effective verbal and written communication skills.
Ability to work in 24X7 shift structure, based on a defined roster.
Familiar with ITIL concepts.
Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
India specific – A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent.
Solid demonstrated related work experience gained in a similar role within an information technology environment.

Nice To Haves

Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset.
ITIL v4 foundation certification and knowledge is preferable.
Solid demonstrable related work experience in the Technology Industry (for example. Cisco, FW, RSA, SOC etc.) and Call Center environment is preferred.

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.
Diligently follows processes, continuous follow-ups for closure and reporting.
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.
Triggers knowledge articles requirement, 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, 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.
Produces breach and aging reports for tickets opened by the service desk.
Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement.
Uses sound judgment to escalate an issue to a higher level.
Ensures that a professional level of service quality is maintained and that clients are satisfied.