**Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive. **Your day at NTT DATA** 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. **What you'll be doing** **Key Roles and Responsibilities:** + 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 + 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 focussed + Strong and effective verbal and written communication skills + Ability to work in 24X7 shift structure, based on a defined roster **Workplace type** **:** On-site Working **About NTT DATA** NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo. **Equal Opportunity Employer** NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.