Service Desk Shift Lead (Cantonese-speaking)

Job description

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can continue to grow, belong, and thrive. Your career here is about believing in yourself and seizing new opportunities and challenges. It’s about expanding your skills and expertise in your current role and preparing yourself for future advancements. That’s why we encourage you to take every opportunity to further your career within our great global team. Key Responsibilities: • Responsible for customer service helpdesk operations, including receiving, validating, and logging client requests, capturing the detail of the request. • Ensures high-quality service delivery in line with defined SLAs and business objectives. • Coordinate closely with internal teams, carriers, vendors, and external parties to drive timely resolution of customer and service issues. • Ensures the correct escalation procedure is followed on all critical calls and requests and assists with analyzing and interpreting the request to ensure the correct categorization and prioritization. • Works closely with colleagues to ensure the user is kept updated on the progress in relation to the resolution of the pending tickets / requests. • Take ownership of complex, high-impact, or chronic fault cases, including customer communication and root-cause follow-up. • Lead or support customer complaint investigations, ensuring issues are properly analyzed, documented, and addressed. • Ensures all relevant documents related to the tickets / requests are maintained, including the client's information. • Identify operational gaps, recurring issues, and process inefficiencies, and recommend improvement actions to supervisors or management. • Communicates in a professional manner, provide updates and ensure clients are aware of the actions that are being undertaken on their behalf. • Provides an administrative support service to the Managed Services Client Service Desk team. • Provides entry level administrative tasks as required by the team. • Participate in special projects, service onboarding activities, and process enhancement initiatives as assigned. • Performs any other related task as required. Academic Qualifications and Certifications: • Minimum qualification: high school certificate (SPM or equivalent) Requirements: • Minimum 1 year experience in the customer service/ IT/call centre environments • Fluency in Cantonese (to support Hong Kong-based clients) • Strong English verbal and written communication skills • Must be open to work in a 24/7 shift structure based on a defined roster • Must be open to work onsite in Cyberjaya Knowledge and Attributes: • Strong customer-centric mindset with the ability to handle high-pressure and sensitive situations. • Demonstrated ability to exercise sound judgment in escalation, prioritization, and issue resolution. • Effective verbal and written communication skills, with the confidence to engage customers and stakeholders independently. • Ability to work under general direction while taking ownership of outcomes. • Good attention to detail and client focused Good-to-have: • Leadership/ team management experience Workplace type: On-site Working Equal Opportunity Employer NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Accelerate your career with us. Apply today