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 is about believing in yourself and seizing new opportunities and challenges. It's about expanding your skills and expertise in your current role and preparing yourself for future advancements. That's 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 – 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 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...

  • Networking Managed Services Engineer

    4 weeks 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...

  • Associate Managed Services Operations Specialist

    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 Associate...

  • Associate Managed Services Operations Specialist

    4 weeks 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...

  • Networking Managed Services Engineer

    3 weeks ago

    Kota Administrasi Jakarta Pusat, Jakarta, Indonesia NTT 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 Networking...

  • At Your Service Manager

    2 weeks ago

    Jakarta, Jakarta, Indonesia Marriott Full time

    Job Title: Front Desk Manager Company: Le Méridien Jakarta Job Summary: The Front Desk Manager is responsible for the successful functioning of the front desk department. This includes receiving and processing all guest requests, resolving issues, and ensuring exceptional customer service. Candidate Profile: We are seeking a highly motivated and experienced...

  • Client Manager

    3 weeks ago

    Kota Administrasi Jakarta Selatan, 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...

  • Managed Services Operations Specialist

    2 months ago

    Kota Administrasi Jakarta Selatan, 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 Managed...

  • Managed Services Operations Specialist

    2 months ago

    Kota Administrasi Jakarta Selatan, 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...

  • Client Project Manager

    2 months ago

    Kota Administrasi Jakarta Selatan, 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 Client...

  • Client Manager FSI

    3 weeks ago

    Kota Administrasi Jakarta Selatan, Jakarta, Indonesia NTT 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 primary...

  • At Your Service Supervisor

    2 weeks ago

    Jakarta, Jakarta, Indonesia Marriott Full time

    Job Title: Front Desk Agent Company: Le Méridien Jakarta Job Summary: As a Front Desk Agent, you will be the first point of contact for our guests, providing exceptional service and ensuring a memorable experience. You will be responsible for answering guest calls, resolving requests and issues, and maintaining a high level of customer satisfaction. Key...

  • Front Desk Agent

    1 week ago

    Jakarta, Jakarta, Indonesia DoubleTree by Hilton Hotel Jakarta - Diponegoro 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...

  • Agent Coordinator Assistant Manager~Manager

    8 hours ago

    Jakarta, Jakarta, Indonesia RGF HR Agent Recruitment Full time

    Serving as central point of contact with leads agent, client and or other stakeholders to ensuring clear and timely communication throughout selling process or queries as well as providing agents details of product knowledge and sales strategy. Establish and maintain good relation with stakeholders and agents. Supervising and managing leads agent to...

  • Senior Key Account Manager- Electronics

    1 month ago

    Jakarta, Jakarta, Indonesia RGF HR Agent Recruitment Full time

    Position Objective/Expectation Business development and key account managementJob ResponsibilitiesDevelop and maintain senior level relationships with clients in the MKT departments of banks and digital banks.Manage and grow key client accounts to achieve sales targets.Understand client needs and provide tailored solutions.Collaborate with internal teams to...

  • Senior Manager

    2 weeks ago

    Jakarta, Jakarta, Indonesia Deloitte SEA Full time

    Finance & Enterprise Performance Senior Manager Join Deloitte's Finance & Enterprise Performance team as a Senior Manager and take on a challenging role that will help you unleash your potential and make a meaningful impact on our clients' businesses. As a trusted advisor to CFOs, COOs, CIOs, and key executives, you will work with us to advise, implement,...

  • Senior Manager

    1 day ago

    Jakarta, Jakarta, Indonesia Deloitte SEA Full time

    Finance & Enterprise Performance Senior ManagerJoin Deloitte's Finance & Enterprise Performance team as a Senior Manager and take on a challenging role that will help you unleash your potential and make a meaningful impact on our clients' businesses.As a trusted advisor to CFOs, COOs, CIOs, and key executives, you will work with us to advise, implement, and...

  • Service Delivery Field Support Engineer

    4 weeks ago

    Kota Administrasi Jakarta Selatan, 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 Associate Oracle DBA

    2 months ago

    Kota Administrasi Jakarta Selatan, Jakarta, Indonesia NTT 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 Application...

  • Service Delivery Field Support Engineer

    2 months ago

    Kota Administrasi Jakarta Selatan, 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...