Senior Managed Services Client Service Desk Agent

NTT
New York
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: certificationSkills: ["Sound judgment","Methodical problem-solving","Stakeholder management","Integrity","Attention to detail","Client focus","Communication","Teamwork"]

Serve as a senior managed services service desk escalation point for clients and vendors. You’ll receive, log, validate, and diagnose requests via calls, chat, tickets, and mailbox management; handle incidents and service requests using standard procedures and service-level agreements. Maintain follow-ups, produce breach/aging reporting, trigger or flag knowledge article needs, and collaborate with resolver groups to ensure timely client updates and satisfaction.

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FursaFursa
NTT
NTT
1 week ago

Senior Managed Services Client Service Desk Agent

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live
Reposted: similar role first listed 4 weeks ago

Job Summary

Serve as a senior managed services service desk escalation point for clients and vendors. You’ll receive, log, validate, and diagnose requests via calls, chat, tickets, and mailbox management; handle incidents and service requests using standard procedures and service-level agreements. Maintain follow-ups, produce breach/aging reporting, trigger or flag knowledge article needs, and collaborate with resolver groups to ensure timely client updates and satisfaction.
Location: New York
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Receive, log, validate, and diagnose client requests across the full range of products and services using service-level agreements and standard tools, platforms, and processes.
  • •Manage calls, chat requests, tickets, and mailbox workflows; handle incidents or service requests following standard operating procedures.
  • •Follow up continuously for closure, provide first-call resolutions where possible, and trigger or flag knowledge article needs when content is unavailable.
  • •Provide timely updates to clients and coordinate with resolver groups and other functions to ensure accurate, prompt status communication.
  • •Produce breach and aging reports, identify process gaps, and recommend improvements while escalating issues using sound judgment.

Key Requirements

  • •Skilled at using sound judgment to escalate issues to a higher level.
  • •Methodical approach to ticket resolution and follow-through for closure.
  • •Ability to interact effectively with a variety of stakeholders and deliver excellent client service.
  • •Familiarity with ITIL concepts.
  • •Knowledge of network technologies (WAN, LAN, WLAN) and exposure to Security, Cloud, and collaboration tools is an asset.
Experience:Call centerInformation technology
Education:Certification / Diploma in Technology (Technical Diploma)
Skills:Sound judgmentMethodical problem-solvingStakeholder managementIntegrityAttention to detailClient focusCommunicationTeamwork
Certifications:ITIL v4 foundation
Tech Stack:ITILITIL v4WANLANWLANSecurityCloudVideoconferenceCollaborationCiscoFWRSASOC

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn