French - Service Desk Agent - Johannesburg
NTT America Solutions, Inc.
Want to be a part of our team? Responds to inbound, 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. Log calls and updates customer account records. At higher levels, may be asked to provide responses to submitted questions through outbound calling. Working at NTT The service desk agent is the first point of contact for clients and vendors, accountable for taking calls, chat requests, or tickets and handling resulting incidents or service requests applying standard operating procedures, in line with expectations of the role. Key Roles and Responsibilities: - Serve as the first point of contact for customers seeking technical assistance - Log, diagnose, research, and resolve tier 1 technical issues. - Effectively advise and assist customers on appropriate action. - Provide accurate information on IT products and services. - Direct unresolved issues to the next level of support personnel. - Identify and escalate situations requiring urgent attention. - Maintain the highest possible level of customer service. - Researching of new Technologies and doing a Technical due Diligence - Managing and troubleshoot network events logged to the ITSM platform - Technical understanding of entire MS Suite of Products and Azure Cloud platform - Technical understanding of Active Directory and Exchange online - Ability to work in 24X7 shift structure, based on a defined roster - Fluent in French Academic Qualifications and Certifications: - Matric and relevant IT Diploma or certificates, or demonstrated work experience - A or N / MCSE (advantageous) / Azure Fundamentals / CCNA - ITIL Foundation certification (advantageous) Required Experience: - 1 - 3 years' work experience - Demonstrable related work experience in a similar environment is preferred Dimensiondatacareers What will make you a good fit for the role? Standard career level descriptor for job level: - Have substantial understanding of the job - Uses skills and knowledge to complete a wide range of tasks - Work is moderately difficult - Need to use judgement to solve issues or make recommendations - Receives very little daily instruction - Only gets general instructions on new work - Typically requires demonstrable level of related experience. Equal Opportunity Employer NTT is 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. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you'll be part of the world's largest ICT company (by revenue). We've combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world's best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it's key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You'll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success
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