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MS Service Desk Coordinator

3 months ago

Dubai, Dubai, United Arab Emirates NTT Ltd Full time

Working atNTT

  • We arecurrently looking for a Service Desk Coordinator to support thebusiness in achieving its strategicobjective.
  • Receive, log, validate and diagnoseclient requests, on the full range of services offered, applyingagreed service level agreements leveraging standard tools,platforms, and processes.
  • Uses MS product andprocess knowledge along with discretion to respond totickets.
  • Provide client with a first callresolution, where possible, leveraging standard operatingprocedures or work instructions. Build knowledge articles, or flagthe need for such content, when relevant articles are notavailable.
  • Provide timely updates to clients,when requested, on any pending requests ortickets.
  • Work closely with resolver groups, andother functions, to ensure timely updates are sent to theclient.
  • Produce breach and ageing reports fortickets opened by the service desk.
  • Identifygaps and shortcomings in the current processes, procedures,services and provide recommendations for improvement.

What will make you agood fit for therole?

AcademicQualifications and experience:

  • Bachelor's or higher leveldegree
  • A moderate number of years workexperience with good communicationskills.
  • Demonstrable related work experience inthe Technology Industry and Call Centre environment ispreferred.