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NTT Off Campus Drive 2023 | Join as a Service Desk Analyst in Bangalore | Placement Officer

Unlock Your Career Potential with NTT

At NTT, we are a leading global IT solutions and services organization that connects people, data, and things to build a better and more sustainable future. In today's interconnected world, connections are more crucial than ever. We bring together talented individuals, world-class technology partners, and emerging innovators to help our clients tackle some of the world's most significant technological, business, and societal challenges.

With people at the core of our success, NTT is committed to attracting and nurturing the best talent, creating an environment where everyone feels they belong, and their contributions matter.

Position: Service Desk Analyst

Location: Bangalore, Karnataka, India

Category: Service Delivery and Client Success

Job Type: Full-Time

Key Responsibilities:

Respond to inbound customer telephone inquiries about products, services, order status, and general questions.
Utilize scripted dialogue and escalate inquiries when necessary to product support, billing, sales, or return/repair.
Log calls and update customer account records.
At advanced levels, provide responses to submitted questions through outbound calling.

Working at NTT

The MS Service Desk Agent serves as the primary point of contact for clients and vendors. Responsibilities include taking calls, responding to chat requests, or handling tickets and managing resulting incidents or service requests in line with established procedures and role expectations.

Key Roles and Responsibilities:

Receive, log, validate, and diagnose client requests related to a wide range of products and services, adhering to agreed service level agreements and using standard tools, platforms, and processes.
Use product and process knowledge, along with discretion, to respond to tickets.
Strive for first-call resolution where possible, following standard operating procedures or work instructions. Create knowledge articles or request such content when relevant articles are unavailable.
Provide timely updates to clients upon request regarding pending requests or tickets.
Collaborate closely with resolver groups and other functions to ensure timely client updates.
Generate breach and aging reports for tickets opened by the service desk.
Identify process gaps and shortcomings and make recommendations for improvement.

Knowledge, Skills, and Attributes:

Ability to work under guidance.
Ambitious self-starter.
Ability to use sound judgment to escalate issues to a higher level.
Methodical approach to ticket resolution.
Ability to interact with a variety of stakeholders.
Demonstrated integrity ensuring excellent client service and retention.
Professional attributes.
Strong attention to detail and a client-focused mindset.
Effective verbal and written communication skills.
Willingness to work in a 24x7 shift structure based on a defined roster.

Academic Qualifications and Certifications:

General Qualification in Technology (Technical Diploma) or equivalent.
India-specific - A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent.

Required Experience:

A moderate number of years of work experience.
Demonstrable work experience in the Technology Industry and Call Centre environment is preferred.

What Makes You a Good Fit for the Role?

At NTT, we are 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, and we do not discriminate based on various factors.

Join our global team and accelerate your career with us. Apply today.

A career at NTT means:

Being part of a global pioneer - gaining exposure to Fortune 500 clients and world-leading global technology partners, working with a network of over 40,000 smart and diverse colleagues across 57 countries and delivering services in over 200 countries.
Being at the forefront of cutting-edge technology - with a 150-year heritage of using technology for good, including handling 40% of the world's internet traffic and where Emojis were first invented.
Making a difference - by doing meaningful work that helps shape the future for our clients, industries, and communities worldwide.
Being your best self - in a progressive 'Connected Working' environment that promotes flexibility, connection, and wellbeing. We embrace diversity and different perspectives 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.