NTT
Senior Managed Services Client Service Desk Agent -On Site - Amherst, NY
New York, United States of America · On-site Working · Senior · Full-time · Posted Oct 13, 2026
- Experience
- Solid demonstrated related work experience in a similar role within an information technology environment; no years specified.
- Education
- Advanced general qualification in Technology (Technical Diploma) or equivalent qualification. India-specific: minimum 13 years of education with a diploma in IT or a graduate degree or equivalent.
About the job
Handles and escalates client service desk incidents and requests, aiming for timely resolution and high-quality client service.
What you'll do
- Receives, logs, validates, diagnoses, and follows up on client requests; resolves issues at first contact where possible and escalates when needed.
- Provides client updates, coordinates with resolver groups, and produces ticket breach and aging reports.
- Trains new hires, flags knowledge article needs, and recommends improvements to service desk processes.
What they ask for
- Ability to work a 24X7 shift structure based on a defined roster.
- Familiarity with ITIL concepts.
- Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
- Effective verbal and written communication skills.
Nice to have
- ITIL v4 foundation certification and knowledge.
- Knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration; Technology Industry and Call Center experience.
Tools
WAN, LAN, WLAN, Security, Cloud, Videoconference, Collaboration, ITIL v4
Model-written summary · the original posting is authoritative