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Company | NTT America Solutions, Inc. |
Address | Area DKI Jakarta, Indonesia |
Employment type | FULL_TIME |
Salary | |
Expires | 2023-09-24 |
Posted at | 8 months ago |
- Want to be a part of our team?**
- Uses MS product and process knowledge along with discretion to respond to tickets
- Provide timely updates to clients, when requested, on any pending requests or tickets.
- Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions. Build knowledge articles, or flag the need for such content, when relevant articles are not available
- Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement
- Work closely with resolver groups, and other functions, to ensure timely updates are sent to the client
- Receive, log, validate and diagnose client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes
- Produce breach and aging reports for tickets opened by the service desk
- Demonstrates the attributes of professionals
- Excellent attention to detail and client focussed
- Ability to work under guidance
- Demonstrates ability to interact with a variety of stakeholders
- Ability to use sound judgment to escalate an issue to a higher level
- Methodical in approach to ticket resolution
- Ability to work in 24X7 shift structure, based on a defined roster
- Ambitious self-starter
- Strong and effective verbal and written communication skills
- Demonstrates required integrity to ensure excellent client service and retention
- General Qualification in Technology (Technical Diploma) or equivalent
- India specific – A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent
- A moderate number of years work experience
- Demonstrable related work experience in the Technology Industry and Call Centre environment is preferred
- What will make you a good fit for the role?**
- Handling Network Cisco (Switch, AP, WLC) troubleshooting
- Handling asset management
- Handling Office365
- Assist with local projects
- Assist administrator (regional) for local device troubleshooting (Network, Firewall, PLC)
- Handling local software installation
- Handling local hardware troubleshooting
- 2 years
- Have experience in Cisco Network (Switch, AP, WLC & Troubleshoot) Video Conf, Office 365
- Have experience around 1
- Bachelor Degree from Information Technology or other relevant
-
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