Agent: MS Service Desk - Weekend
NTT
Auckland, New Zealand
5d ago

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?

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