Ms Client Service Desk Agent

Want to be a part of our team?
Responds to inbound, routine customer telephone inquiries regarding products, services, order status, and other general questions.
Typically uses scripted dialogue and may escalate inquiry to product support, billing, sales, or return/repair.
Log calls and updates customer account records.
At higher levels, may be asked to provide responses to submitted questions through outbound calling.
Working at NTT
The MS Service Desk Agent is the first point of contact for clients and vendors, accountable for taking calls, chat requests, or tickets and handling resulting incidents or service requests applying standard operating procedures, in line with expectations of the role.
Key Roles and Responsibilities:

• Provide timely updates to clients, when requested, on any pending requests or tickets.
• Produce breach and aging reports for tickets opened by the service desk
• 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
• 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
• Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement
• Uses MS product and process knowledge along with discretion to respond to tickets

Knowledge, Skills, and Attributes:

• Ambitious self-starter
• Methodical in approach to ticket resolution
• Demonstrates the attributes of professionals
• Ability to work under guidance
• Demonstrates required integrity to ensure excellent client service and retention
• Excellent attention to detail and client focussed
• Strong and effective verbal and written communication skills
• Ability to work in 24X7 shift structure, based on a defined roster
• Demonstrates ability to interact with a variety of stakeholders
• Ability to use sound judgment to escalate an issue to a higher level

Academic Qualifications and Certifications:

• India specific – A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent
• General Qualification in Technology (Technical Diploma) or equivalent

Required Experience:

• 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?