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NTT Off Campus Hiring | Service Desk Analyst – Fresher / Experienced | Apply Now

NTT Off Campus Hiring | Service Desk Analyst – Fresher / Experienced

  • Job Position: Service Desk Analyst

  • Job Location: Bangalore, Karnataka, India

  • Salary Package: As per Company standards

  • Full/Part Time: Full Time

  • Req ID:

  • Education Level:

Qualifications

Eligibility Criteria:-

  • 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
  • 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

  • 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

To apply for this job please visit careers.services.global.ntt.

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