Helpdesk Associate

TalentD; Bengaluru; Hybrid; INR 420,000 - 540,000; Full time

Benefits offered by this job

Health and wellbeing

Competitive local benefits

Global employer culture

Job summary

NTT DATA in Bengaluru, India, invites you to join its Service Desk as a Helpdesk Associate - ITIL. In a hybrid role, you will assist users by phone, chat and email, diagnose issues, document requests and route them to the right teams, while guiding users on IT policy and capabilities.

The position emphasizes strong communication, problem solving, and a focus on user experience. Candidates with a technical degree or Microsoft certifications, and fluent English, are encouraged to apply.

Qualifications

• University education is preferred, ideally a technical degree or Microsoft certifications.
• Awareness of Microsoft operating systems and Microsoft Office applications, for local and hybrid (office and remote) administration.
• Experience providing hybrid (office and remote) IT support is an advantage.
• Strong troubleshooting and problem-solving ability.
• Excellent communication and customer service skills.
• Fluent English.
• Flexibility to work shifts when required.

Responsibilities

• Handle customer contacts and record reported issues in the ITSM tool.
• Identify issues, apply fixes and investigate root causes using internal instructions.
• Provide technical guidance for identifying, prioritizing and resolving problems by phone and email.
• Screen, refer and diagnose internal inquiries and work requests related to PC maintenance.
• Act as a liaison between customers and internal departments so that online system problems are resolved accurately and on time.

Skills

Customer support

English fluency

Troubleshooting

Microsoft Office

ITIL awareness

Education

University degree preferred

Technical degree or Microsoft certifications

Job description

NTT DATA is hiring a Helpdesk Associate - ITIL to join our team in Bengaluru, Karnataka, India. This is a hybrid role with work split between the office and remote locations.

Role Overview

The Service Desk Associate helps users over phone, chat and email with problems involving hardware, software, networks and peripherals, using the available technology and internal processes. You will screen, diagnose, research and resolve user issues, document service requests and dispatch orders to support groups. You will also advise users on IT policies, capabilities and limitations, and respond quickly to keep users running.

Role Responsibilities

• Handle customer contacts and record reported issues in the ITSM tool.
• Identify issues, apply fixes and investigate root causes using internal instructions.
• Provide technical guidance for identifying, prioritizing and resolving problems by phone and email.
• Screen, refer and diagnose internal inquiries and work requests related to PC maintenance.
• Act as a liaison between customers and internal departments so that online system problems are resolved accurately and on time.

Key Skills

• University education is preferred, ideally a technical degree or Microsoft certifications.
• Awareness of Microsoft operating systems and Microsoft Office applications, for local and hybrid (office and remote) administration.
• Experience providing hybrid (office and remote) IT support is an advantage.
• Strong troubleshooting and problem-solving ability.
• Excellent communication and customer service skills.
• Fluent English.
• Flexibility to work shifts when required.

Benefits

• Employee health and wellbeing are a priority.
• A comprehensive, locally competitive benefits package.
• Work for a top 5 company in the industry worldwide, with a culture focused on employee wellbeing.
• Opportunity to grow a career in Monitoring and Infrastructure.
• Learning and development platforms.

About NTT DATA

NTT DATA is a business and technology services leader serving 75% of the Fortune Global 100. We focus on accelerating client success and positively impacting society through responsible innovation, with capabilities in AI, cloud, security, connectivity, data centers and application services. As a Global Top Employer, we have experts in more than 50 countries and are part of NTT Group.