Helpdesk Associate - ITIL

NTT DATA, Inc.; Bengaluru; On-site; INR 300,000 - 450,000; Full time

Benefits offered by this job

Comprehensive benefits package

Career growth opportunities

Focus on employee wellbeing

Learning & Development platforms

Learning & Development platforms

Job summary

A leading global technology company in Bengaluru is seeking a Service Desk Associate to assist users via phone, chat, and email. Responsibilities include managing customer interactions, providing technical guidance, and resolving issues. Candidates should have a technical degree or Microsoft certifications, excellent communication skills, and the ability to provide Hybrid IT support. The role offers a comprehensive benefits package and opportunities for career growth.

Qualifications

• Technical degree or Microsoft certifications preferred.
• Fluency in English is mandatory.
• Experience in Hybrid IT support is an advantage.
• Ability to analyze and solve problems with troubleshooting skills.
• Strong communication and customer service abilities.

Responsibilities

• Manage customer interactions and record reported issues.
• Provide technical guidance for problem resolution.
• Act as a liaison between customers and departments.
• Screens, refers and diagnoses internal inquiries related to PC maintenance.
• Acts as a liaison to ensure online system problems are resolved promptly.

Skills

Technical troubleshooting

Customer service

Fluency in English

Problem-solving

Shift flexibility

Hybrid IT support

Education

University education (preferably technical degree)

Microsoft certifications

Tools

Microsoft Operating Systems

Microsoft Office applications

Job description

Overview

Service Desk Associate - English | India - Bengaluru, working from office

The Service Desk Associate 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.

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

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
• Experience of providing Hybrid (Office and Remote) IT support is an advantage
• Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills
• Good 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