Service Desk Analyst Job at NTT DATA (Sydney)

Service Desk Analyst

NTT DATA

Location:
Australia , Sydney

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Service Desk Analyst at NTT DATA is a pivotal role responsible for managing client interactions and ensuring high-quality service delivery. Candidates should possess strong ITIL knowledge and expertise in network technologies. A Technical Diploma or equivalent qualification is required, along with a minimum of 3 years of relevant experience. The role involves ticket resolution, client communication, and collaboration with various stakeholders. This position offers a hybrid working environment and opportunities for professional growth. Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive. Your day at NTT DATA The Managed Services Service Desk Agent is a senior service desk resource and the first point of contact for clients and vendors. This role is responsible for taking calls, chat requests, or tickets, and Mailbox management and handling resulting incidents or service requests. The Managed Services Service Desk Agent applies standard operating procedures, in line with expectations of the role.

Job Responsibility:

Receives, logs, validates and diagnoses client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes
Uses Managed Services product and process knowledge along with discretion to respond to tickets
Provides client with a first call resolution, where possible, leveraging standard operating procedures or work instructions
Flags the need for such content, when relevant articles are not available
Provides timely updates to clients, when requested, on any pending requests or tickets
Works closely with resolver groups, and other functions, to ensure timely updates are sent to the client
Produces breach and aging reports for tickets opened by the service desk
Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement
Uses sound judgment to escalate an issue to a higher level
Ensures that a professional level of service quality is maintained and that clients are satisfied

Requirements:

Advanced general qualification in Technology (Technical Diploma) or equivalent qualification
India specific – A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent
ITIL v4 foundation certification and knowledge is preferable
Demonstrable related work experience in the Technology Industry and Call Center environment is preferred
Solid expertise at using sound judgment to escalate an issue to a higher level
Methodical in approach to ticket resolution
Demonstrates an ability to interact with a variety of stakeholders
Demonstrates required integrity to ensure excellent client service and retention
Team player with excellent attention to detail and client focused
Effective verbal and written communication skills
Ability to work in 24X7 shift structure, based on a defined roster
Familiar with ITIL concepts
Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset

Additional Information:

Job Posted:
May 04, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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