Field Tech Senior Associate

NTT DATA BUSINESS SOLUTIONS; Bengaluru; On-site; INR 450,000 - 650,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Bengaluru is seeking a Field Tech Senior Associate to join the IT support team. The role involves dispatching, coordinating field technicians, ensuring SLAs, and escalating complex issues for resolution.

Candidates should have 1-3 years of EUC support experience, ITIL foundation in process-based environments, and hands-on ITSM tool experience (ServiceNow, Remedy). 24x7 shift is required.

Qualifications

• 1-3 years of experience in EUC support on Windows, Office Desktop/Laptop hardware.
• Experience in ITIL process-based environments.
• Hands-on experience with ITSM tools like ServiceNow, Remedy.
• Experience supporting a team delivering IT services in remote operations.

Responsibilities

• Create daily schedules for technicians and assign tasks per SLA.
• Maintain constant communication with field staff and service teams.
• Act as escalation point for onsite technicians and guide resolution of complex issues.
• Handle customer inquiries and provide updates on service delivery and resolution times.
• Maintain and update ITSM records and service reports.

Skills

EUC Support

Windows OS

ITIL

ITSM Tools

Tools

ServiceNow

Remedy

Job description

Job Summary

We are currently seeking a Field Tech Senior Associate to join our team in Bengaluru, KarnAtaka (IN-KA), India (IN).

Dispatch Coordinator Responsibilities

• Scheduling and Dispatching: Create daily schedules for technicians and work with Internal / Partner teams to ensure activities per SLA. Assign tasks, tickets and work orders to appropriate personnel based on availability and priorities. Ensure that the right resources are deployed for each task
• Communication: Maintain constant communication with field staff, and service teams
• Technical: Act as an escalation point of contact for Onsite Technicians and guide to resolution on complex issues in End User Support. Relay real-time information, instructions, and updates to ensure smooth operations
• Customer Service: Handle customer inquiries, requests, and complaints related to delivery of services. Provide customers with accurate information about resolution times and updates and engage the right personnel to ensure resolution
• Documentation and Record-Keeping: Maintain Update ITSM Records in a timely manner. Verify and record completed tasks and service reports
• Emergency Response: Provide contingency support to help resolve issues on priority. Coordinate emergency responses to address unexpected situations
• Quality Assurance: Ensure that services meet quality and ITIL standards. To ensure that contractual metrices like SLAs and KPIs are met, review IT contractual service catalogues to ensure that services are delivered in line with scope
• Escalation Management: Assists in escalation management of issues raised in the field.

Requirements

• 1-3 years of experience in EUC Support on Windows, Office Desktop \\ Laptop Hardware
• Experience in ITIL Process Based Environment
• Hands-on experience with ITSM Tools like Service Now, Remedy etc
• Has supported a team delivering IT Services in remote operations
• Excellent written spoken English skills
• Exposure to Vendor Management and Infrastructure Change Requests is an added plus
• Required to work in 24X7 Shift Based Environment