NTT

1 day ago

Service Desk Analyst

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Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Serve as a senior first point of contact for clients and vendors in a managed services environment. Handle inbound requests via calls, chat, tickets, and mailbox management, logging and diagnosing issues using standard operating procedures and service level agreements. Provide first-call resolutions when possible, update clients on pending requests, coordinate with resolver groups, produce breach and aging reports, and escalate when needed.

Location: Sydney, New South Wales

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 managed services, applying service level agreements using standard tools and processes.
•Respond to tickets using managed services product and process knowledge, providing first-call resolution where possible.
•Manage mailbox and handle incidents or service requests, providing timely updates to clients when requested.
•Coordinate with resolver groups and other functions to ensure timely client updates and maintain professional service quality.
•Produce breach and aging reports, identify process gaps, and recommend improvements; escalate issues to higher levels when needed.

Key Requirements

•Ambitious self-starter passionate about IT.
•Solid experience using sound judgment to escalate issues to a higher level.
•Methodical approach to ticket resolution and client request handling.
•Ability to interact with a variety of stakeholders with excellent attention to detail.
•Familiarity with ITIL concepts; knowledge of network technologies (WAN, LAN, WLAN), security, cloud, and collaboration tools is an asset.

Experience:ITCall center

Skills:CommunicationAttention to detailStakeholder managementClient focusTeamwork

Certifications:ITIL v4 foundation

Tech Stack:ITILWANLANWLANCloudVideoconferenceCollaborationTicketingMailbox managementBreach reportingAging reports

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

Website LinkedIn

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NTT