NTT, a global leader in technology and services, is currently seeking dedicated individuals to fill the role of Service Desk Analyst. The ideal candidates for this position should possess a Diploma in IT or a Graduate degree and have a moderate amount of work experience. Key skills required include exceptional attention to detail, a strong focus on client satisfaction, and effective verbal and written communication abilities. Furthermore, candidates should be adaptable and capable of working in a 24×7 shift structure, based on a predefined roster.
Company Name: NTT
Job Role: Service Desk Analyst
Education Required: Diploma in IT or a Graduate degree
Experience Required: A moderate number of years work experience.
Job Location: Bangalore
Job Role 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.
Required Skills:
- 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.
Required Education and Experience:
- 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.
- A moderate number of years work experience.
- Demonstrable related work experience in the Technology Industry and Call Centre environment is preferred.
