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NTT Australia is seeking a Queue Manager to act as an escalation point for clients and vendors, primarily focusing on service desk operations. The ideal candidate should have strong IT skills, experience in a call center environment, and a passion for client service within a hybrid work setting.
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Job Summary
The Senior Managed Services Service Desk Agent is responsible for acting as the escalation point of contact for clients and vendors, handling calls, chat requests, tickets, and mailbox management.
Key responsibilities include receiving, logging, validating, and diagnosing client requests, applying agreed service level agreements, and providing first call resolution where possible.
NTT DATA is a global Top Employer committed to accelerating client success and positively impacting society through responsible innovation, embracing diversity and inclusion.
Matching Summary
Match Score: 75
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NTT Australia is seeking a Queue Manager to act as an escalation point for clients and vendors, primarily focusing on service desk operations. The ideal candidate should have strong IT skills, experience in a call center environment, and a passion for client service within a hybrid work setting.
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Skills & Requirements
Must-have
Incident and Service Request Management
Client Communication and Updates
Process Adherence and Improvement
ITIL Concepts Familiarity
24x7 Shift Work
Nice-to-have
Client Service Excellence
Team Player
Attention to Detail
Passion for IT
Client Focused
Key Requirements
Advanced general qualification in Technology or equivalent
Minimum 13 years education with diploma/degree (India specific)
Solid demonstrated related work experience
Experience in Technology Industry and Call Center environment preferred
ITIL v4 foundation certification and knowledge preferable