Ms Service Desk

17 hours ago

Singapore NTT SINGAPORE PTE. LTD. Full time

**Job Description
**Key Roles and Responsibilities**:

- Uses MS product and process knowledge along with discretion to respond to 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
- Provide timely updates to clients, when requested, on any pending requests or tickets.
- Work closely with resolver groups, and other functions, to ensure timely updates are sent to the client
- Produce breach and aging reports for tickets opened by the service desk
- Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement

**Knowledge, Skills, and Attributes**:

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

**Academic Qualifications and Certifications**:

- 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

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