Helpdesk Associate - ITIL

NTT DATA North America; Coimbatore District; On-site; INR 300,000 - 540,000; Full time

Job summary

NTT DATA is seeking a Helpdesk Associate - ITIL to join our Coimbatore team. You will provide L2 support across phone, email and chat, guiding issue identification, prioritization and resolution.

Ideal candidates are graduates with strong communication, capable of handling international calls, and comfortable with 24x7 rotational shifts. Knowledge of ITIL processes and MS Windows/Office is desirable.

Qualifications

• Graduate with technical degree preferred.
• Good communication skills with experience in international calls.

Responsibilities

• Provide L2 technical guidance for identification, prioritization & resolution of problems via Phone, Email & Chat.
• Engage in recognition, research, isolation, resolution & follow-up steps.
• Act as liaison between customers & departments within Client Infrastructure.
• Demonstrate troubleshooting knowledge of MS Windows, PC Hardware, Internet Explorer, MS Office & COTS applications.
• Apply ITIL best practices around Incident & Request Management procedures.

Skills

Customer handling skills

Communication skills

International calls

Shift work

Education

Graduate

Job description

Req ID: 382378

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us.

We are currently seeking a Helpdesk Associate - ITIL to join our team in Coimbatore, Tamil Nādu (IN-TN), India (IN).

Roles and Responsibilities:

• Provide L2 technical guidance in activities associated with identification, prioritization & resolution of reported problems through Phone, Email & Chat.
• Activities include recognition, research, isolation, resolution & follow up steps.
• Typically, the associate level participates in a supportive role by acting as a liaison between customers & departments within the Client Infrastructure.
• Strong troubleshooting knowledge of MS Windows, PC Hardware, Internet Explorer, MS Office & COTS applications etc.
• Sound knowledge of ITIL best practices around Incident & Request Management procedures

Qualifications

• Helpdesk Associate at Grade-4 position in Service Desk
• Must be a Graduate. B.Tech/B.E or any other technical degree preferred
• Good communication skills with 1 year of international calling experience
• Good comprehension & writing skills
• Must possess excellent customer handling skills
• Should be comfortable to work in rotational shift with 24x7 support window

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.

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