Assistant Client Support Officer: Integrated Service Operations

NTT Corporation

Cyberjaya, Selangor
Permanent
Full-time

1 month ago

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.Want to be a part of our team? The role of Integrated Services - Service Desk Technician (L1) Integrated Services is responsible for interacting with customers via telephone, email, portal, to handle a variety of pre-sales, and post-sales service functions. This role provides first line support to resolve customer queries, complaints, basic problem resolution, to triage the ticket to respective resolver groups and will operate under the close supervision whilst following standard operating procedures.This role achieves their service desk function through dedicated ITIL processes such as incident management and problem management and provides effective communications.This role is responsible for upkeeping information in CMDB and ensuring all operations are done according to the set KPI, policy and procedures.Working at NTTKey Roles and Responsibilities:

Answering and/or initiating customer interactions, responding to customer needs in a professional, service-orientated manner
Constantly meeting organisational service level agreements by taking appropriate actions to resolve customer problems
Assessing customer concerns by eliciting the relevant and sufficient information to enable an accurate, appropriate and timely resolution
Following appropriate procedures and offers a solution-orientated to all customer interactions, tailored to the needs of the individual customer
Providing feedback to customer on actions taken to ensure appropriate levels of customer service
Remaining current with product, system, process and policy knowledge
Escalating complex problems and difficult situations when required
Diffusing difficult situations and manage the flow of the call and maintain control of calls, navigating necessary system screens
Checking customer details to ensure accuracy and relevance to the service interventions
Adhering to all policies and procedures that govern the workplace
Capturing the detail of client requests
Analysing and interpreting the client request to ensure the correct categorisation and prioritisation
Ensuring that the user is kept updated on the progress in relation to the resolution of the fault and/or issue
Communicating with internal stakeholders to ensure that resolution of requests is achieved according to the required standards
Ensuring that users are aware of the actions that are being undertaken on their behalf
Ensuring that incidents are logged, addressed, and closed off
Acting as the link between customers and IT support teams

Knowledge, Skills and Attributes:

Communications, analytical thinking is essential to help to identify, communicate to resolve issues
Good verbal and written communication and customer service skills
Attentive listener with a professional approach
Good attention to detail and accuracy
Adaptable and flexible, adapts style to align to cultural differences
Knowledge of standard rules, procedures and operations within a similar environment
Ability to solve basic problems which may be varied but similar
Ability to fact find to gain a full understanding of an issue and consider most appropriate response
Ability to work effectively in a team to support the achievement of short-term objectives
Basic knowledge of GDPR and POPIA would be desired
Demonstrates the ability and passion to learn
Friendly and patient with users and/or client
Shows initiative and ability to work independently
Ability to organise and prioritise
Basic knowledge of information systems service management / service control processes and methodologies
Basic knowledge and understanding of information systems technology areas
Display personal accountability for own actions and quality of work
Basic understanding of Active Directory
Working knowledge of Windows Operating Systems and iOS
Working knowledge of the Microsoft Office suite of applications
Display personal accountability for own actions and quality of work

Academic Qualifications and Certifications:

High school qualification
Relevant certifications

Required Experience:

Some experience in a similar environment providing customer service
Some experience working with the MS office suite and related technologies, including databases
Some demonstrates a professional and friendly tone, maintaining faultless grammar
Some experience in a service management and operations role and service desk environment
Some experience working with help desk/ticketing software

Skills Summary Incident Management Process, Integrated Design, Knowledge Management, Service Desk, Service Request ManagementWhat will make you a good fit for the role?Workplace type: On-site WorkingEqual Opportunity EmployerNTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected categoryJoin our growing global team and accelerate your career with us. Apply today.A career at NTT means:Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.Being your best self – in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.

NTT Corporation

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