NTT’s Managed Services welcome site

Log a request

Service desk contact details

Phone: 1800 891 551
Email: support.en@global.ntt

 

Option 1: Log a request online 

If you have been provided with login credentials, log into the Manage Centre Portal or the Service Portal with your assigned username and password

Option 2: Log a request by telephone

Call the service desk on the applicable service desk number, and refer to the client instructions below.  Please note that incidents categorized as P1 or P2 must be logged with the service desk by telephone.

Option 3: Log a request by email

Email the service desk using the applicable email address and refer to the client instructions below. 

Client instructions

The service desk will prompt you for the following information. Please ensure you have all relevant details ready:

• your organization’s name
• contact name, email and phone
• device name, serial number, or asset number
• details of the incident, change, or request
• urgency and impact of the issue (determines request priority)
• reference number (if previously logged)

Once a record has been created, you'll be provided with a reference number for tracking progress and making further inquiries. The person contacting our service desk must have a suitable knowledge of the service and configuration items to enable us to provide efficient diagnosis, support, and resolution.

Manage your service

Find the forms you need to manage your service. Steps on how to escalate an issue are also included here.

Forms

Complete and return forms via email to the service desk ms.delivery@global.ntt

Change your list of contacts | Download form

Authorize NTT to liaise with a third party on your behalf | Download form

Change your list of notification contacts | Download form

Telstra carrier authorization | Download form

Optus carrier authorization | Download form 

Escalations

The escalation process is used to highlight or flag certain issues within NTT to allow the appropriate personnel to respond to these situations and monitor there solution, ensuring that unresolved problems don't linger and issues are promptly addressed. If an issue is not being processed to your satisfaction, follow the instructions below:

Level 1

• Telephone the service desk and ask to speak to the Duty Manager
• Email the service desk and provide the reference number and reason for escalation

Level 2

• If the Level 1 escalation is non-responsive, escalate to the Service Delivery Manager (if assigned to your account).
• If a Service Delivery Manager is not assigned to your account, go to Level 3.

Level 3

• If the Level 2 escalation is non responsive, or a Service Delivery Manager is not assigned to your account, escalate to your Account Manager.

NTT Service Desk contact details

Phone: 1800 413 884

Email: ms.delivery@global.ntt

Quick links

Quick links 

Manage Centre Portal

The Manage Centre portal enables authorized users to log and track requests, and gives you the visibility you need to manage your IT environment. Manage Centre gives you an immediate, graphical view of your whole IT service operation.

Visit portal 

Managed Security Services Client Security Portal

The Client Security Portal provides you with full visibility of your security and compliance posture, giving you the intelligence and analytics you need to easily understand your risks, demonstrate compliance, and make better security decisions..

Visit portal 

Key service roles

Account manager

Your account manager:

• manages the overall commercial relationship between you and NTT
• ensures all business transactions are of mutual value commercially and conducted according to sound governance practices
• manages and communicates any new project work and technology trends which may be needed to acquire additional services from NTT

Your dedicated account manager’s details are provided in the welcome email.

SERVICE DELIVERY MANAGER

The service delivery manager provides a personalized NTT interface, focusing on the highest levels of client satisfaction and partnership development.

The service delivery manager:

• builds and maintains a trusted advisor status within your business
• monitors and manages the delivery of managed services to ensure successful outcomes for both you and NTT
• schedules, chairs, and minutes regular service review meetings with you and any appropriate third parties as agreed
• follows through any actions, issues, and service improvement opportunities highlighted at service review meetings
• initiates regular service improvement reviews, and documents resulting recommendations in a service improvement plan for discussion between you and NTT
• manages through to conclusion any service improvement plan outcomes that are agreed for action by you and NTT
• monitors and manages the accuracy of the record of entitlement
• facilitates the coordination of any work required (upgrades, replacements, and fixes) that is outside of scope of current agreements, should you choose NTT to perform the work
• provides the introductory demonstration of the service portal
• acts as a point of contact for escalations
• coordinates reviews of events triggered by existing thresholds and facilitates agreement on adjustments as part of the service review meetings

Your dedicated service delivery manager’s details are provided in the welcome email.

SERVICE DESKS

Our service desk provides the service interface between you and NTT for all aspects of your service, including receiving, recording, coordinating, and escalating incidents, changes, and requests. They also ensure your service experience is consistently high thanks to effective resource assignment and regular communication. The level 2 service desk plays a vital role in escalation management, conducts client satisfaction surveys and produces service reporting.

SUPPORT ENGINEERS

Supporting the service desk is a team of highly trained and experienced specialist support engineers who perform remote diagnosis and provide level 1, 2 and 3 support. These specialists work closely with you to resolve incidents and problems within agreed service levels.

Escalations

The escalation process is used to highlight or flag certain issues within NTT to allow the appropriate personnel to respond to these situations and monitor the resolution, ensuring that unresolved problems don't linger and issues are promptly addressed.

 

Escalation level	Scenarios	Who to Contact	Contact method
Level 1	Impending SLA breach: A logged incident is not progressing to your expectation No response to client from resolver within the time required Failure to act on agreed activities No follow up on ticket	Escalation Manager	Contact the Service Desk via telephone or email and ask to speak to the Escalation Manager
Level 2	If you are not satisfied with the results from a level 1 escalation Non-incident or ticket-related issues	Service Delivery Manager (if assigned) or Account Manager	Contact your Service Delivery Manager or Account Manager directly using the contact details provided in your welcome email
Level 3	If you are not satisfied with the results from a level 2 escalation Financial-related issues Concerns or issues related to the escalation process	Account Manager	Contact your Account Manager directly using the contact details provided in your welcome email