Senior Assistant Client Support Officer, Integrated Service Operations

4 weeks ago

Cyberjaya, Selangor, Malaysia NTT Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Your career here is about believing in yourself, and taking on great opportunities and new challenges.It's about growing your skills and expertise in your current role and preparing yourself for the future. That's why we encourage you to take every opportunity to grow your career within our great global team.

Are you ready to take the next step in your career?

The role of Integrated Services - Service Desk Technician (L1) is designed to meet a wide range of global business growth demands, system capacity and infrastructure requirements. Integrated Service Centre offers a wide range of globally standardised helpdesk services covering colocation service and platforms of hosting, cloud services, network, and security services.

This role operates and maintains the overall Infrastructure Technology of the business unit to ensure stability, integrity, and operational efficiency. This is achieved by monitoring, maintaining, supporting, and optimising all aspects of the network and systems.

What you'll be doing

Key Roles and Responsibilities:

  • Responsible for governance of the overall ISC (Integrated Services Centre) Level 1 and the overall IT and Operations standard compliance, developing and maintaining the operation framework, including process, procedures, and compliance
  • Identifies, communicates and resolves issues
  • Guides all L1 service desk and relevant cross functional team members
  • Develops, maintains and supports system and network infrastructure, including hardware and system components
  • Plans and performs installation, maintenance and support of network and system and providing end user support
  • Performs issue analysis for incidents and developing preventive measures
  • Designs, implements ISC cabling systems.
  • Develops and continuously improves the IT infrastructure and ISC operations processes


Knowledge, Skills and Attributes:

  • Ability to coach and guide more junior resources within the team - for example L1 service desk team members
  • Communications, analytical thinking is essential to help to identify, communicate to resolve issues
  • Good verbal and written communication and customer service skills
  • Attentive listener with a professional approach
  • Good attention to detail and accuracy
  • Adaptable and flexible, adapts style to align to cultural differences
  • Continuous improvement mindset relating to policies, procedures and operations
  • Ability to fact find to gain a full understanding of an issue and consider most appropriate response
  • Ability to work effectively in a team to support the achievement of objectives
  • Basic knowledge of GDPR and POPIA would be desired
  • Demonstrates the ability and passion to learn
  • Friendly and patient with users and/or client
  • Shows initiative and ability to work independently
  • Ability to organise and prioritise
  • Advanced knowledge of information systems service management / service control processes and methodologies
  • Advanced knowledge and understanding of information systems technology areas
  • Display personal accountability for own actions and quality of work
  • Advanced understanding of Active Directory
  • Advanced knowledge of Windows Operating Systems and iOS
  • Advanced knowledge of the Microsoft Office suite of applications
  • Display personal accountability for own actions and quality of work


Academic Qualifications and Certifications:

  • Diploma, Technical Certification or equivalent in a relevant field desirable


Required Experience:

  • Demonstrated experience in a similar environment providing customer service
  • Demonstrated experience working with the MS office suite and related technologies, including databases
  • Demonstrates a professional and friendly tone, maintaining faultless grammar
  • Demonstrated experience in a service management and operations role and service desk environment
  • Demonstrated experience working with help desk/ticketing software

Skills Summary

Incident Management Process, Information Technology Infrastructure Library (ITIL), Integration Services, Knowledge Management, Service Desk, Service Request Management

Workplace type:

On-site Working

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

  • Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
  • Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.
  • Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
  • Being your best self – in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
  • Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.

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