Helpdesk Analyst-ITIL

NTT DATA BUSINESS SOLUTIONS; Bengaluru; On-site; INR 350,000 - 600,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Bengaluru is seeking a Service Desk Analyst to assist users by phone, chat, and email, diagnosing issues and guiding resolutions to maximize uptime.

The role requires strong communication in English, problem-solving skills, and familiarity with Windows OS and ITSM processes. Willingness to work office-based 5 days a week and a rotational shift pattern is expected.

Qualifications

• University education preferred, technical degree or Microsoft certifications.
• Awareness of Microsoft Windows OS administration and Office applications.
• Willing to work from office 5 days a week and handle 24/7 rotating shifts.
• Strong analytical and problem-solving abilities.

Responsibilities

• Manages customer interactions; records reported issues in the ITSM.
• Identifies issues, applies fixes and investigates root causes using internal instructions.
• Provides technical guidance in identifying, prioritizing, and resolving problems by phone, email and chat.
• Screens, refers and diagnoses internal inquiries and work requests relating to PC maintenance.
• Acts as a liaison between customers and departments to ensure timely resolution of system problems.

Skills

Excellent communication

Customer service

English fluency

Problem solving

Team collaboration

Education

Technical degree or related education

Microsoft certifications

Job description

Job Summary

The Service Desk Analyst 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 and 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, e-mail and chat
• 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

Qualifications

• Ideally University education, preferably technical degree, or Microsoft certifications
• Awareness of Microsoft Operating Systems local and Hybrid (Office and Remote) administration and Microsoft Office family applications
• Willing to work from office 5 days in a week.
• 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 in rotational shifts (24/7)