Baru MS Service Desk Coordinator

Date Posted: 6 hari yang lalu

Job Description

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

Want to be a part of our team?

"The MS Service Desk Coordinator is the entry level position in the MS Service Desk job family. Their primary objective is to manage and monitor the requests of specific client bases in NTT.

Radford reference:

""Responds to in-bound, 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. Logs calls and updates customer account records. At higher levels, may be asked to provide responses to submitted questions through out-bound calling. Survey Tip: Employees reported to this position are typically first tier customer support, with a narrow scope of responsibility."""

Working at NTT

Key Roles and Responsibilities:
Receive client requests and at times be required to perform first line fault diagnostics on client networks and servers
Ensure the correct escalation procedure is followed on all critical calls and requests
Assist with analysing and interpreting escalation requests to ensure the correct categorisation and prioritisation
Ensure users are kept updated on the progress in relation to the resolution of the fault
Keep accurate records of faults, including the client’s information

Knowledge, Skills and Attributes:
Ability to work under general direction
Ambitious self-starter
Ability to use sound judgement 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:
Diploma or equivalent qualification
ITIL Foundation Level certification

Required Experience:
Basic to moderate level years of experience
Basic to moderate level experience level in the Technology Industry and Call Centre environment

What will make you a good fit for the role?

  • Single point of contact for any IT Incidents, and point of coordination between users and several IT support group
  • Driving and maintaining incident process and associated procedures
  • Producing incident information, including incident report and information as requested
  • Broadcast all incident-related information to respective recipients based on agreed Process
  • Follow up Incident root cause and report Sequence of Incident event both to Local and Regional management
  • Escalation process if there is a problem or incident by follow up thru email and sms notification following based on Group Procedures and PD list
  • Bridging users, IT Helpdesk and IT Support for incident updated informations
  • Handle queries/tickets and provide solution to the issue/escallate to Support
  • Log ticket for any IT incident or based on request from user by mail /phone
  • Send confirmation ticket closure to requestor based on resolved ticket list following the procedure of ticket Closure on Problem Management
  • Closed ticket based on user confirmation
  • Send out Daily Dashboard, Voice Report and HD Ticket Aging
  • Good English communication verbal and written
  • Follow standard Incident Management procedures
  • Prepare and Review Broadcast Priority Notifications

Standard career level descriptor for job level:
  • Uses skills and policies to complete work
  • Work is semi-routine
  • Occasionally deviates from routine
  • Can complete own routine work
  • Gets instructions on new work only
  • Typically requires moderate level of related experience

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

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.

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