Operations Service Desk Representative

4 months ago
# of Openings
Security Operations


Service Desk Representatives are the first point of contact for customers with Managed Security / Vulnerability Services.  They offer a prompt and professional ticket/event handling service to customers and support the MSS/VST team working on problem resolution.  In addition, they manage their own case load of authentication and non-technical tickets/events while keeping focused on providing world class customer support.


 As an Operations Service Desk Representative, you will be accountable for

  • Monitoring the shared SOC email in-boxes, processing emails and taking telephone calls in English, ensuring all incoming queries are dealt with within the relevant SLAs
  • Proactively managing ticket progress for all ticket and event types and maintaining close liaison with Security Analysts to ensure that customers are helped as effectively as possible
  • Monitoring tickets and changes and assigning as appropriate
  • Working on token and portal related tickets and tasks
  • Maintaining accurate and sufficiently detailed documentation of work performed
  • Adhering to escalation and call management processes and procedures
  • Interacting efficiently with other team members and colleagues in order to progress work as required
  • Sharing knowledge with other team members
  • Writing and updating procedural articles for Service Desk processes
  • Managing non-technical tickets
  • Gaining basic knowledge of the Operations Service Desk, but also the SOC at large, so that you will have a more thorough understanding of the aspects of the Operation for NTT Security U.S.


  • Customer service experience in a similar support role, ideally within the IT industry
  • Lateral thinking combined with good problem solving skills
  • Good verbal and written communication skills combined with a professional telephone manner
  • Basic Internet/network experience/knowledge
  • Excellent keyboard skills and good knowledge of Microsoft Excel, Word and Outlook
  • Team player with the ability to share knowledge and help colleagues for the overall benefit of the service
  • Fluent in English
  • Enthusiasm for customer satisfaction
  • Ability to maintain performance when under pressure and manage time effectively through the application of organization and planning skills
  • Ability to make decisions independently within a broad procedural framework and raise any issues
  • Pro-active and enjoys multitasking, while retaining a high quality of work
  • Ability to work to defined processes and procedures and raise any practical problems
  • Ability to maintain ownership of problems and follow them through to completion
  • Flexible with regards to working hours as required


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed