Helpdesk Senior Associate - ITIL

Req ID: 362536

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Helpdesk Senior Associate - ITIL to join our team in Bengaluru, Karnātaka (IN-KA), India (IN).

Position's General Duties and Tasks:

• Answers the customers' contacts via agreed channels and record reported issues.

• Identifies issues, apply fixes and investigate root causes using processes & industry knowledge

• Provides technical guidance in activities associated with identifying, prioritizing and resolving problems by telephone and e-mail

• Screens, refers, and diagnoses internal inquiries and work requests relating to PC maintenance

• Acts as coach & an escalation point for less experienced colleagues

• Ideally University education, preferably technical degree or Microsoft certifications

• Experience working on Microsoft Operating Systems local & Office (Office and Remote) administration and Microsoft Office family applications is a plus

• Experience of providing Office (Office and Remote) IT support

• Excellent communication and customer service skills

• This position is only available to those interested in direct staff employment opportunities with NTT DATA Services, Inc. or its subsidiaries.)

Senior Service Desk Associate English

India - Office working (Office and Office (Office and Remote))

Competitive Salary & Benefits

Role Overview

The Service Desk SeniorAssociate advises and assists users over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, research, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users.

Role Responsibilities

• Manages customer interactions & records reported issues in the ITSM
• Identifies issues, apply fixes and investigate root causes using internal instructions.
• Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and e-mail
• Screens, refers and diagnoses internal inquiries and work requests relating to PC maintenance
• Participates in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner

Key Skills

• Ideally University education, preferably technical degree, or Microsoft certifications
• Awareness of Microsoft Operating Systems local and Office (Office and Remote) administration and Microsoft Office family applications
• Experience of providing Office (Office and Remote) IT support is an advantage
• Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills
• Excellent communication and customer service skills
• Fluency in English language
• Flexibility to work shifts if required

Benefits

• Our people are the most critical component of our long-term success and their health and wellbeing are our priority.
• You will enjoy a comprehensive, locally competitive benefits package
• Working for a top 5 company in the industry worldwide
• Company culture focused on the employee wellbeing
• The opportunity to grow a career in Monitoring/Infrastructure
• Learning & Development platforms

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form,

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