Service Delivery Service Desk Analyst

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

Serve as a senior first point of contact in a managed services environment, handling client and vendor calls, chats, and tickets. Log, validate, diagnose, and resolve incidents or service requests using standard operating procedures and defined SLAs across NTT DATA’s products and services. Provide first-call resolution where possible, escalate when needed, coordinate with resolver groups, and maintain reporting such as breach and aging.

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FursaFursa
NTT
NTT
5 days ago

Service Delivery Service Desk Analyst

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Last checked: 15 hours agoStatus: Live

Job Summary

Serve as a senior first point of contact in a managed services environment, handling client and vendor calls, chats, and tickets. Log, validate, diagnose, and resolve incidents or service requests using standard operating procedures and defined SLAs across NTT DATA’s products and services. Provide first-call resolution where possible, escalate when needed, coordinate with resolver groups, and maintain reporting such as breach and aging.
Location: Sydney
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Receive, log, validate, and diagnose client requests across NTT DATA products and services, applying SLAs using standard tools and processes.
  • •Provide first-call resolution using standard operating procedures or work instructions where possible.
  • •Update clients on pending tickets/requests when requested and coordinate with resolver groups to ensure timely communication.
  • •Produce breach and aging reports for tickets opened by the service desk.
  • •Escalate issues to higher levels when needed and identify gaps to recommend improvements to processes and services.

Key Requirements

  • •Advanced general qualification in Technology (Technical Diploma) or equivalent.
  • •ITIL v4 foundation certification (preferable) and familiarity with ITIL concepts.
  • •Demonstrable related work experience in the Technology Industry and call center environment (preferred).
  • •Ability to work in a 24x7 shift structure based on a defined roster.
  • •Solid judgment, methodical ticket resolution, and effective verbal and written communication with a client-focused approach.
Experience:TechnologyCall centerIT services
Education:Certification / Diploma in Technology (Technical Diploma)
Skills:Self-starterAttention to detailClient focusedVerbal communicationWritten communicationSound judgmentMethodical approachStakeholder interaction
Certifications:ITIL v4 foundation
Tech Stack:ITIL v4ITILWANLANWLANSecurityCloudVideoconferenceCollaboration

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