MS Service Desk Coordinator

Working at NTT

• We are currently looking for a Service Desk Coordinator to support the business in achieving its strategic objective.
• Receive, log, validate and diagnose client requests, on the full range of 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 ageing reports for tickets opened by the service desk.
• Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement.
  

What will make you a good fit for the role?

Academic Qualifications and experience:

• Bachelor’s or higher level degree
• A moderate number of years work experience with good communication skills.
• Demonstrable related work experience in the Technology Industry and Call Centre environment is preferred.