RSC Operations Specialist
NTT Ltd.
Santiago, Chile
hace 6 días

In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things.

We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure.

At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.

The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.

Want to be a part of our team?The MS Service Desk Administrator is responsible for monitoring low complexity client network infrastructures, receiving, assigning and coordinating the successful resolution of requests (Incidents, Service Requests, and Events) logged by clients on the relevant monitoring system.

This person is the first line of contact for clients that use NTT services and they play an important role in ensuring that a quality professional level of service is maintained and that clients are satisfied.

Radford reference : "Responds to in-bound, routine customer telephone inquiries regarding products, services, order status, and other general questions.

Typically uses scripted dialogue and may escalate inquiry to product support, billing, sales or return / repair. Logs calls and updates customer account records.

At higher levels, may be asked to provide responses to submitted questions through out-bound calling. Survey Tip : Employees reported to this position are typically first tier customer support, with a narrow scope of responsibility.

Working at NTT Key Roles and Responsibilities : Responsible for receiving, validating and logging client requests, capture the detail of the request and provide first line support if required Ensure the correct escalation procedure is followed on all critical calls and requests and assist with analysing and interpreting the request to ensure the correct categorisation and prioritisation Work closely with colleagues to ensure the swift resolution of faults and ensure the user is kept updated on the progress in relation to the resolution of the fault Ensure all relevant documents related to the fault are maintained and keep accurate records of the fault, including the client’s information Communicate in a professional manner, provide updates and ensure clients are aware of the actions that are being undertaken on their behalf Knowledge, Skills and Attributes : Ability to work under general direction Ambitious self-starter Ability to use sound judgement 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 Academic Qualifications and Certifications : Diploma or equivalent qualification ITIL Foundation Level certification Required Experience : Basic level years of experience Basic experience level in the Technology Industry and Call Centre environment What will make you a good fit for the role?

Standard career level descriptor for job level :

  • Acquires job skills
  • Completes routine tasks
  • Works under close supervision
  • Receives detailed work instructions
  • Learns about policies and procedures
  • Needs limited judgement
  • Little or no decision making
  • Typically requires entry level of related experience
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