Service Desk Specialist

4 weeks ago

Dubai, Dubai, United Arab Emirates NTT Ltd Full time
Job Description

We are seeking a highly skilled Service Desk Specialist to join our team at NTT Ltd. As a key member of our support team, you will be responsible for providing exceptional technical support to our customers.

Key Responsibilities
  • Technical Capability: You will work under supervision, supporting standard technical queries related to a single product or small set of products. You will manage incoming client contacts and escalations with professionalism and proactivity, prioritizing their needs and providing unique solutions to problems.
  • Business Awareness: You will develop an understanding of our customers' environments and service delivery requirements to enable the delivery of a first-class service. You will own the Stakeholder Experience by liaising with diverse Helpdesks for troubleshooting assistance and product partners.
  • Process: You will document actions taken in resolving routine customer enquiries, ensuring established processes and systems are followed.
  • Problem Solving: You will take ownership for listening to and understanding basic customer problems, asking relevant questions to resolve typically known problems within required timescales. You will know when problems are 'beyond you' and escalate them so they can be resolved.
  • Service Level: You will escalate issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. You will monitor performance through statistical reporting and analysis.
  • Team Working: You will act as a team player and be viewed by colleagues as a helpful and effective member of the team.
  • Personal Development: You will take ownership of your own development and have a development plan in place.

Requirements

  • Technical capability to support standard technical queries related to a single product or small set of products.
  • Business awareness to develop an understanding of customers' environments and service delivery requirements.
  • Ability to document actions taken in resolving routine customer enquiries.
  • Problem-solving skills to resolve typically known problems within required timescales.
  • Service level awareness to escalate issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs.
  • Team working skills to act as a team player and be viewed by colleagues as a helpful and effective member of the team.
  • Personal development skills to take ownership of your own development and have a development plan in place.

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