Service Desk Agent at NTT Ltd.

This is an IT support position on a Service Desk supporting approximately 15 000 end users in a corporate environment. The candidate will be expected to work as part of a service desk team and should be a team player. The position has great opportunity for technical exposure and growth. This role is to provide a single point of contact for end users to receive support and maintenance within the organization's IT environment.

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

Academic Qualifications and Certifications:

• Matric and relevant IT Diploma or certificates, or demonstrated work experience
• A+ or N+ / MCSE / Azure Fundamentals / CCNA
• ITIL Foundation certification is an advantage