Service Desk Agent (L1)

Want to be a part of our team?

Dimension Data is a proud member of the NTT Group, a global IT powerhouse headquartered in Japan. As part of NTT, we deliver a wide range of IT services and solutions to clients around the world. Although the Dimension Data brand was retired in some parts of the world in 2019, it remains well recognized in the Middle East and Africa. Join us and become part of the NTT family as we continue to provide innovative solutions that help our clients achieve their business objectives.

The Managed Services Service Desk Agent is the first point of contact for clients and vendors, responsible for taking calls, chat requests, or tickets, and Mailbox management and handling resulting incidents or service requests. This role applies standard operating procedures, in line with expectations of the role.

Working at NTT

Key Roles and Responsibilities:

• Receive, log, validate and diagnose 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
• Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions. 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 the client
• Produce breach and aging reports for tickets opened by the service desk
• Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement
• Use sound judgment to escalate an issue to a higher level
• Ensure that a professional level of service quality is maintained and that clients are satisfied

Knowledge, Skills and Attributes:

• Ambitious self-starter passionate about IT with the ability to work under guidance Ability to use sound judgment 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
• Familiar with basic ITIL concepts
• Basic knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset

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
• Basic ITIL know-how is preferable

Required Experience:

• Demonstrable related work experience in the Technology Industry and Call Centre environment is preferred

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Skills Summary

Negotiation

What will make you a good fit for the role?

Workplace type:

On-site Working

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