NTT Off Campus Hiring | Service Desk Analyst – Fresher / Experienced
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
Apply Link:- Click Here To Apply (Apply before the link expires)
To apply for this job please visit careers.services.global.ntt.