Service Desk Analyst

NTT
Sydney
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Education: certificationSkills: ["Sound judgment","Attention to detail","Client-focused service","Verbal communication","Written communication"]

Serve as a senior first point of contact for clients and vendors in Managed Services. You’ll receive, log, validate, and diagnose calls, chat requests, and tickets, manage a mailbox, and handle incidents or service requests using standard operating procedures and SLAs. Provide first-call resolutions when possible, keep clients updated, coordinate with resolver groups, produce breach and aging reports, and escalate issues with sound judgment.

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FursaFursa
NTT
NTT
5 days ago

Service Desk Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Serve as a senior first point of contact for clients and vendors in Managed Services. You’ll receive, log, validate, and diagnose calls, chat requests, and tickets, manage a mailbox, and handle incidents or service requests using standard operating procedures and SLAs. Provide first-call resolutions when possible, keep clients updated, coordinate with resolver groups, produce breach and aging reports, and escalate issues with sound judgment.
Location: Sydney
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Receive, log, validate, and diagnose client requests across a full range of products and services, applying agreed SLAs with standard tools and processes.
  • •Use Managed Services product and process knowledge to respond to tickets with discretion.
  • •Provide first call resolution where possible using standard operating procedures or work instructions.
  • •Flag relevant needs for content when articles are not available and provide timely updates to clients on pending requests or tickets.
  • •Work with resolver groups to ensure timely client updates, produce breach and aging reports, identify process gaps, and escalate issues appropriately.

Key Requirements

  • •Advanced general qualification in Technology (Technical Diploma) or equivalent.
  • •ITIL v4 foundation certification (preferable) and knowledge of ITIL concepts.
  • •Solid experience applying sound judgment to escalate issues to a higher level.
  • •Methodical approach to ticket resolution and familiarity with ticketing/tickets handling in a call center environment (preferred).
  • •Ability to work in a 24x7 shift structure based on a defined roster.
Experience:ITCall center environmentManaged services
Education:Certification / Diploma in IT
Skills:Sound judgmentAttention to detailClient-focused serviceVerbal communicationWritten communication
Certifications:ITIL v4 foundation
Tech Stack:ITILWANLANWLANSecurityCloudVideoconferenceCollaboration

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