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    MS Service Desk Coordinator - Dubai, United Arab Emirates - NTT Ltd

    NTT Ltd
    NTT Ltd Dubai, United Arab Emirates

    3 weeks ago

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    Description

    Working at NTT

    • We are currently looking for a Service Desk Coordinator to support the business in achieving its strategic objective.
    • Receive, log, validate and diagnose client requests, on the full range of services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes.
    • Uses MS product and process knowledge along with discretion to respond to tickets.
    • Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions. Build knowledge articles, or flag the need for such content, when relevant articles are not available.
    • Provide timely updates to clients, when requested, on any pending requests or tickets.
    • Work closely with resolver groups, and other functions, to ensure timely updates are sent to the client.
    • Produce breach and ageing reports for tickets opened by the service desk.
    • Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement.

    What will make you a good fit for the role?

    Academic Qualifications and experience:

    • Bachelor's or higher level degree
    • A moderate number of years work experience with good communication skills.
    • Demonstrable related work experience in the Technology Industry and Call Centre environment is preferred.
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