In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things. We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure. At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.

The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.  

Want to be a part of our team?

The Managed Services Service Desk Administrator is responsible for monitoring low complexity client network infrastructures, receiving, assigning and co-ordinating the successful resolution of requests (Incidents, Service Requests, and Events) logged by clients on the relevant monitoring system.

This person is the first line of contact for clients that use Dimension Data services and they play an important role in ensuring that a quality professional level of service is maintained and that clients are satisfied.

Working at NTT

Stakeholder engagement

  • Internal: Engage with internal MS Service Engineers and other functions, including ones in region/country, receive instructions, and manage escalation of incidents as necessary following agreed procedures.
  • External: Act as first-line technical support for clients including call handling, ticket creation and logging and the analysis, assignment and escalation thereof.

Value Chain Linkage

  • TBC

Skills and attributes

Autonomy:

Works under general direction and is a self-starter. Uses MS product & process knowledge along with discretion to respond to complex tickets. Refers to predefined work instructions or standard operating procedures for responding to complex issues. Applies skill/knowledge where such content is unavailable and facilitates building of knowledge base to address such gaps. Based on the urgency and impact of an issue, uses sound judgment to escalate the issue to a higher level. Ability to use ITSM tools, chat or other tools that may be introduced etc

Influence:

Works and interacts with cross-functional and technical teams to influence faster resolution of clients’ tickets. Working level contact with customers, vendors, suppliers and partners, where applicable.

Methodical:

Performs a range of work, sometimes complex and non-routine, in a variety of environments. Applies methodical approach to issue definition and resolution. Updates knowledge base on learnings or flags a request for update of articles.

Customer service support:

Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate. Maintains records, informs users about the process and advises relevant persons of actions taken.

Work Outputs

Log client requests

Managed Services Service Desk Administrators are responsible for receiving, validating and logging client requests. They capture the detail of the request and provide first line support if required.

Escalate critical calls and requests

These employees ensure the correct escalation procedure is followed on all critical calls and requests. They assist with analysing and interpreting the request to ensure the correct categorisation and prioritisation.

Ensure fault resolution

The Managed Services Service Desk Administrators works closely with his/her colleagues to ensure the swift resolution of faults. They ensure that the user is kept updated on the progress in relation to the resolution of the fault.

Maintain documentation

Managed Services Service Desk Administrators ensure that all relevant documents related to the fault are maintained. They keep accurate records of the fault, including the client’s information.

Ensure client satisfaction

Managed Services Service Desk Administrators play an important role in maintaining high levels of client satisfaction. By communicating in a professional manner, they provide updates and ensure that clients are aware of the actions that are being undertaken on their behalf. They have the ability to diagnose network and server faults and display the required integrity to ensure excellent client service. They also communicate with internal stakeholders to ensure that resolution of requests is achieved according to the service level agreement.

Next career steps

  • MS Service Desk Agent

Education required

  • High School Qualification

Certifications required

  • ITIL Foundation v3 (or latest) certification

Work experience required

  • 2 – 3 years’ work experience
  • At least 2 years’ specific experience in Technology Industry and Call Centre environment

What will make you a good fit for the role?

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.

More from PT. NTT Indonesia Solutions
Alliance Manager
PT. NTT Indonesia Solutions 6 days ago

Service Desk Admin

Apply On Company Site
Back to search page
;