Helpdesk Associate - ITIL

NTT DATA North America; Bengaluru; Hybrid; INR 300,000 - 600,000; Full time

Job summary

NTT DATA North America seeks a Service Desk Associate to support users via phone, chat, and email. You will diagnose issues, document requests, and coordinate with internal teams to resolve IT problems promptly.

The role requires English fluency, a technical education, and experience delivering Office IT support. Flexible shift options may apply, with a competitive salary and benefits.

Qualifications

• University education preferred in a technical field.
• Fluency in English is required for customer interactions.
• Experience providing IT support for Office and user devices.
• Knowledge of Windows OS and Office applications is expected.

Responsibilities

• Manages user interactions via phone, chat, and email.
• Diagnoses issues and applies fixes following internal procedures.
• Documents service requests and dispatches to support teams.
• Provides guidance on IT policies and uptime requirements.
• Acts as a liaison to ensure timely resolution of online system problems.

Skills

English fluency

Communication

Problem solving

OS knowledge

Office IT support

Technical education

Microsoft certifications

Education

Technical degree preferred

Microsoft certifications optional

Job description

Service Desk Associate - English

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

Competitive Salary & Benefits

Role Overview

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.

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
• 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