Senior Managed Services Client Service Desk Agent

2 months ago

Jakarta Pusat, Indonesia NTT Full time

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion â itâs a place where you can continue to grow, belong, and thrive.

Your career here is about believing in yourself and seizing new opportunities and challenges. Itâs about expanding your skills and expertise in your current role and preparing yourself for future advancements. Thatâs why we encourage you to take every opportunity to further your career within our great global team.

Grow Your Career with NTT DATA

The Senior Managed Services Service Desk Agent is a skilled service desk resource and is responsible for acting as the escalation point of contact for clients and vendors.

This role is responsible for taking calls, chat requests, or tickets and mailbox management and handling resulting incidents or service requests.

The Senior Managed Services Service Desk Agent applies standard operating procedures, in line with expectations of the role.

What you'll be doing

Key Responsibilities:

  • Receives, logs, validates and diagnoses client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes.
  • Diligently follows processes, continuous follow-ups for closure and reporting.
  • Uses Managed Services product and process knowledge along with discretion to respond to tickets.
  • Provides client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
  • Triggers knowledge articles requirement, or flags the need for such content, when relevant articles are not available.
  • Provides new hire knowledge transfer and training.
  • Provides timely updates to clients, when requested, on any pending requests or tickets.
  • Works closely with resolver groups, and other functions, to ensure timely updates are sent to the client.
  • Produces breach and aging reports for tickets opened by the service desk.
  • Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement.
  • Uses sound judgment to escalate an issue to a higher level.
  • Ensures that a professional level of service quality is maintained and that clients are satisfied.


Knowledge and Attributes:

  • Ambitious self-starter who is passionate about IT.
  • Skilled at using sound judgment to escalate an issue to a higher level.
  • Methodical in approach to ticket resolution.
  • Demonstrates a skilled ability to interact with a variety of stakeholders.
  • Demonstrates required integrity to ensure excellent client service and retention.
  • Team player with excellent attention to detail and client focused.
  • Effective verbal and written communication skills.
  • Ability to work in 24X7 shift structure, based on a defined roster.
  • Familiar with ITIL concepts.
  • Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset.


Academic Qualifications and Certifications:

  • Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
  • India specific â A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent.
  • ITIL v4 foundation certification and knowledge is preferable.


Required Experience:

  • Solid demonstrated related work experience gained in a similar role within an information technology environment.
  • Solid demonstrable related work experience in the Technology Industry (for example. Cisco, FW, RSA, SOC etc.) and Call Center environment is preferred.

Workplace type:

Hybrid Working

Equal Opportunity Employer
NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Accelerate your career with us. Apply today

  • Senior Managed Services Client Service Desk Agent

    2 months ago

    Kota Administrasi Jakarta Pusat, Jakarta, Indonesia NTT Full time

    Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can continue to grow, belong, and thrive.Your career here...

  • Senior Managed Services Client Service Desk Agent

    2 months ago

    Kota Administrasi Jakarta Pusat, Jakarta, Indonesia NTT America Solutions, Inc. Full time

    Make an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.Your day at NTT DATAThe Senior...

  • Managed Services Client Service Desk Administrator

    3 months ago

    Jakarta, Indonesia NTT Full time

    **Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive. **Your day at NTT DATA** The...

  • Ms Client Service Desk Agent

    3 months ago

    Jakarta, Indonesia NTT Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...

  • Managed Services Client Service Desk Administrator

    3 months ago

    Jakarta, Indonesia NTT Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...

  • Managed Services Client Service Desk Administrator

    3 months ago

    Jakarta, Indonesia NTT Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...

  • Global Service Desk Manager

    3 months ago

    Jakarta, Indonesia Youtap Limited Full time

    **This is a senior role and reports to the Head of Services with a dotted line to the CEO.** **Key Responsibilities**: You will have a deep understanding of Jira Service Desk and its escalation capabilities. You will be used to managing priority tickets and service level agreements. You will perform the following functions: - **Service Desk...

  • Front Desk Service Agent

    3 months ago

    Jakarta, Indonesia Hilton Full time

    With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of...

  • Senior Client Service Representative

    4 months ago

    Jakarta, Indonesia Sonoco-Trident Full time

    We do this by delivering the following services: Pre-press which includes Artwork and Colour Separation; Digital Services that include 3D, Animation and e-Commerce Imagery; Creative Services such as Creative Design Adaptation, Retouching and Mock Ups; Technology Services that help manage workflows and Business Analysis. **Role Description**: Working within...

  • Front Desk Agent Ayana Midplaza, Jakarta

    4 months ago

    Jakarta, Indonesia AYANA Hospitality Full time

    We are looking for a Front Desk Agent to serve as our guests’ first point of contact and manage all aspects of their accommodation. Hotel Front Desk Agent responsibilities include registering guests, managing reservations and providing information about rooms, rates and amenities. If you have a knack for customer service and work experience in the hotel...

  • Ms Client Service Desk Agent

    3 months ago

    Jakarta, Indonesia NTT Ltd. Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...

  • Ms Client Service Desk Agent

    3 months ago

    Jakarta, Indonesia NTT Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...

  • IT Service Desk Manager

    3 months ago

    Jakarta, Indonesia KSPS Full time

    Acting as a Point of Contact (POC) for project related. Manage and responsible in delivering services as per the expected by customer. Being the escalation contact for critical issues. Plan, organize, and resource allocation. Monitoring daily ticketing problem progress. Routine Performance Review. Make a Periodic Performance Report to customer. Set...

  • IT Service Desk

    3 months ago

    Jakarta, Indonesia Lintas Media Danawa Full time

    Issue and manage problem-and-incident tickets - Serve as the first point of contact for customers seeking technical assistance related to Network / Infrastructure / Data Center / IT Service Management - Create daily, weekly, and monthly incident reports **Job Requirements** - Minimum Diploma Degree (D3), majoring in Information System or Information...

  • Senior Manager, Client Service

    3 months ago

    Jakarta, Indonesia NielsenIQ Full time

    **Job Description**: This role will be responsible for maintaining/enhancing customer relationships, responding to client queries (across RMS & CPS) via CSO, perform triage/ coordination with Global Service Center team focusing on Data pulls, reports, resolution and triaging of client queries, and driving overall client...

  • IT Service Desk Engineer

    3 months ago

    Jakarta, Indonesia Thales Full time

    Location: Jakarta, Indonesia In fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible. Thales...

  • IT Service Desk Lead

    3 months ago

    Jakarta, Indonesia FWD Insurance Full time

    PT FWD Insurance Indonesia (“FWD Insurance”), a joint-venture insurance company and a part of FWD Group, previously known as PT Commonwealth Life, has successfully merged with PT FWD Life Indonesia (“FWD Life”) as of 1 December 2020 and will be known as FWD Insurance. The merger of FWD Life and FWD Insurance has led to a more comprehensive range of...

  • IT Service Desk

    3 months ago

    Jakarta, Indonesia Lintas Media Danawa Full time

    **Location: TB Simatupang, South Jakarta** - Issue and manage problem-and-incident tickets - Serve as the first point of contact for customers seeking technical assistance related to Network / Infrastructure / Data Center / IT Service Management - Create daily, weekly, and monthly incident reports **Job Requirements**: - Minimum Diploma Degree (D3),...

  • Front Desk Agent

    3 months ago

    Jakarta, Indonesia Mercure Jakarta Sabang Full time

    **Job Description**: Front Desk Agent First impressions are everything! As a Front Desk Agent, you will take care of the guests from the moment they arrive through to their departure by ensuring they have a memorable experience with us. What is in it for you: Employee benefit card offering discounted rates at Accor worldwide Learning programs through our...

  • Senior Client Services

    3 months ago

    Jakarta, Indonesia Aon Corporation Full time

    Posting Description: **Senior Client Services Executive**: We’re hiring! We are looking for a Senior Client Services Executive to join our team in Jakarta. **Aon is in the business of better decisions** At Aon, we shape decisions for the better to protect and enrich the lives of people around the world. As an organization, we are united through trust as...