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Service Desk Engineer

Location: Kaki Bukit Estate
Company: NTT America Solutions, Inc.
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Want to be a part of our team?
Responds to inbound, 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.
Log calls and updates customer account records.
At higher levels, may be asked to provide responses to submitted questions through outbound calling.
Working at NTT
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.
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 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 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
Knowledge, Skills, and Attributes:
- Ability to work under guidance
- Ambitious self-starter
- 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
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:
- A 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?
Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society?
Join our growing global NTT family and you'll be part of the world's largest ICT company (by revenue). We've combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future.
We employ 40,000 people across 57 countries. By bringing together the world's best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it's key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future.
You'll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!
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