MS Service Desk Coordinator

MS Service Desk Coordinator

NTT Ltd.
Indonesia
Not Specified
Not Specified

Job Description


In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things. We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure. At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.
The power is in your hands to do great things. It's time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.
Want to be a part of our teamThe 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.
Radford reference:
'Responds to in-bound, 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. Logs calls and updates customer account records. At higher levels, may be asked to provide responses to submitted questions through out-bound calling. Survey Tip: Employees reported to this position are typically first tier customer support, with a narrow scope of responsibility.'
Working at 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 analysing and interpreting escalation requests to ensure the correct categorisation and prioritisation
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 judgement 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
Additional Job Description
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
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
Join our growing global team and accelerate your career with us. Apply today.

About NTT Ltd

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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