French Speaking Service Desk Agent (L1) at NTT Ltd.

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