Service Desk Operator
Johannesburg, South Africa
5d ago

Want to be a part of our team?

The Service Desk Operator combines a clear commitment to customer satisfaction with a desire to progress technical skills.

The Service Desk Operator is responsible for the day-to-day support of NTT customers.

The role will include ticket management, first line support of IT devices and acting upon monitoring generated alerts.

Support will be provided through email, tickets generated by the online portal and telephone direct to the customers. The Operator will also be responsible for managing escalations to other parts of NTT and vendors or partners, to ensure the prompt and satisfactory resolution of customer support cases.

Working at NTT

  • Provide Support for NTT customers via telephone, email and online tickets.
  • Operate, maintain, and improve customer services
  • Provide accurate and timely diagnosis and rectification of incidents.
  • Resolve or escalate problems and service requests according to established procedures.
  • Work proactively to ensure prompt resolution of support cases and the highest possible levels of
  • customer satisfaction.

  • Following training, demonstrate clear skills with NTT-employed technologies.
  • Raise, update, and close calls on service desk call management system.
  • Escalate call to other internal and external support partners.
  • Multi-tasking capabilities.
  • Conform to organisational quality standards.
  • This is not a full definition of the role but covers the main aspects and drivers for success

    What will make you a good fit for the role?

    Essential :

    The candidate must be able to demonstrate good skills in the following areas :

  • IT Background with knowledge about most common application and technologies.
  • Excellent communication skills and telephone manner.
  • Ability to follow procedures and attention to detail.
  • Able to make progress with minimal supervision.
  • Ability to work consistently in a dynamic and sometimes high-pressure environment.
  • Fluent English.
  • Desirable :

  • OS knowledge (Linux, Windows,..)
  • Network experience.
  • Exposure to Hardware, VMware, and NetApp product ranges.
  • Experience of working in a service desk environment.
  • Programming language skills.
  • Experience in an End User Support / Helpdesk environment.
  • Education :

  • Degree in relevant technical discipline or relevant industry experience
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