Ms Service Desk

2 weeks ago

Jakarta, Indonesia NTT Ltd Full time

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

**Want to be a part of our team?**

Responds to inbound, routine customer telephone inquiries regarding products, services, order status, and other general questions.

Typically uses scripted dialogue and may escalate inquiry to product support, billing, sales, or return/repair.

Log calls and update customer account records. At higher levels, may be asked to provide responses to submitted questions through outbound calling.**Working at NTT**

The MS Service Desk Coordinator is the entry-level position in the MS Service Desk job family. Their primary objective is to manage and monitor the requests of specific client bases in NTT.

**Key Roles and Responsibilities**:

- Receive client requests and at times be required to perform first line fault diagnostics on client networks and servers
- Ensure the correct escalation procedure is followed on all critical calls and requests
- Assist with analyzing and interpreting escalation requests to ensure the correct categorization and prioritization
- Ensure users are kept updated on the progress in relation to the resolution of the fault
- Keep accurate records of faults, including the client’s information
**Knowledge, Skills, and Attributes**:

- Ability to work under general direction
- 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
**Academic Qualifications and Certifications**:

- Diploma or equivalent qualification
- ITIL Foundation Level certification
**Required Experience**:

- Basic to moderate level years of experience
- Basic to moderate level experience level in the Technology Industry and Call Centre environment
**What will make you a good fit for the role?**

Standard career level descriptor for job level:

- Uses skills and policies to complete work
- Work is semi-routine
- Occasionally deviates from routine
- Can complete own routine work
- Gets instructions on new work only
- Typically requires moderate level of related experience

**Equal opportunity employer**
NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

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