Senior Managed Services Client Service Desk Agent

Make an impact at NTT Global Data Centers Join NTT Global Data Centers and be part of a team that drives innovation and sustainability in the digital world. With over 150 data centers across more than 20 countries globally, we offer unparalleled opportunities to work on cutting-edge technology and transformative projects.

Experience a collaborative, innovative, and inclusive workplace where your ideas are valued, and your growth is supported.

Your role

at a glance We are seeking a highly motivated and skilled Service Center Operation to join our Data Center. The ideal candidate will provide technical support and assistance to end-users, ensuring the smooth operation of Data Center. This role requires excellent problem-solving skills, a strong customer service orientation, and the ability to work in a fast-paced environment.

What we are looking for

We are seeking a highly motivated and skilled Service Center Operation to join our Data Center. The ideal candidate will provide technical support and assistance to end-users, ensuring the smooth operation of Data Center. This role requires excellent problem-solving skills, a strong customer service orientation, and the ability to work in a fast-paced environment.

Key Responsibilities

• Provide Operation Support: o Respond and resolve Service request from Customer (Call, email, etc.) o Internal and external notification (incident, planned maintenance, etc.)
• Technical Operations: o Perform service operation activities including remote hands smart hands, etc. o performs cross-connection work in the data center. o Implement solutions such as repair, replacement, or configuration.
• Incident Management: o Log, track, and manage incidents and service requests using the Ticketing System.
• User Account Management: o Create, modify, and deactivate user accounts and permissions in various systems.
• Customer Service: o Provide excellent customer service, ensuring a positive experience for end-users. Required Qualifications:
• Education: o associate or bachelor’s degree in information technology, Computer Science, or a related field.
• Experience: o Minimum of 2 years of experience in an IT support or service desk role. Skills and Competencies:
• Technical Proficiency: o Strong technical knowledge of data center hardware, software, and network systems. o Proficiency in diagnostic and testing tools. o experience providing remote support in Collaboration technologies. o Experience Network Cabling Infrastructure
• Problem-Solving: o Excellent analytical and troubleshooting skills. o Document resolution details in the ticketing system.
• Communication: o Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users. o Communicate with customers regarding the status and resolution of their requests.
• Customer Service: o Demonstrated ability to provide high-quality customer service and support. o Stay updated with the latest technologies and best practices in data center operations.
• Time Management: o Ability to prioritize tasks and manage time effectively in a fast-paced environment. o Ability to work hard and put in longer hours when it is necessary.
• Team Player: o Ability to work collaboratively within a team and contribute to a positive team environment. o Ability to work independently and as part of a team. o Collaborate with other engineers and departments regarding complex issues. Additional Information:
• Work Environment: o This position works 24/7 standby with a shifting scheme.
• Physical Requirements: o Ability to lift and move IT equipment, such as computers and peripherals, as needed. Who we are As the third largest data center provider, we operate over 150 data centers in more than 20 countries and regions. We understand that every business – large and small – has its own unique needs and goals. We offer local-to-global data center expertise, aligned with our connected platform of AI-ready data centers to create solutions that enable our clients to seamlessly scale their digital businesses, anywhere and anytime.