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    IOC-Technical Support Representative - Hyderabad, India - NTT

    NTT
    NTT Hyderabad, India

    3 days ago

    NTT background
    Full time
    Description

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

    In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.

    With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

    Your career here is about believing in yourself, and taking on great opportunities and new challenges.It's about growing your skills and expertise in your current role and preparing yourself for the future. That's why we encourage you to take every opportunity to grow your career within our great global team.

    Are you ready to take the next step in your career?

    The Managed Services Client Service Desk Administrator is an administrative role that supports the smooth operation of the service desk function. This role involves tasks such as coordinating service requests, assisting the client service desk team, and maintaining documentation and records to support efficient incident resolution and service delivery.

    What you'll be doing

    Job Description

    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
    • Diligently follow processes, continuous follow-ups for closure and reporting
    • 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. Trigger knowledge articles requirement, or flag the need for such content, when relevant articles are not available
    • Provide new hire knowledge transfer and training
    • 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
    • Team player with excellent attention to detail and client focused
    • Excellent 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:

    • Advanced 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
    • ITIL v4 foundation knowledge is preferable


    Required Experience:

    • Freshers

    Skills Summary

    Business Administration, Customer Service, Help Desk Administration, Interpersonal Communication, Problem Resolution, Troubleshooting

    What will make you a good fit for the role?

    Workplace type:

    On-site Working

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

    A career at NTT means:

    • Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
    • Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.
    • Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
    • Being your best self – in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
    • Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.
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