Helpdesk Associate - ITIL

NTT DATA, Inc.; Dadri; On-site; INR 300,000 - 500,000; Full time

Job summary

NTT DATA, Inc. is looking for a Helpdesk Associate to provide Level 1 support in Noida, Uttar Pradesh. The role involves diagnosing and resolving issues, coordinating remote sessions, and escalating complex problems.

The ideal candidate should have 1-3 years of technical support experience and familiarity with Windows 7, 10, and ITIL practices. NTT DATA promotes equal opportunity employment.

Qualifications

• Minimum 1–3 years of experience in a technical support role.
• At least 12 months at the current grade level.
• Ability to identify and troubleshoot issues related to system configuration and software.

Responsibilities

• Perform diagnostics, resolve problems, and implement corrective actions for Level 1 Support.
• Handle incidents and problems related to end-user devices and software.
• Collaborate with Level 2 and Level 3 Support staff to resolve issues.

Skills

Technical support experience

Windows 7 and 10

MS Office suite

Skype for Business

ITIL practices

Job description

Position

Helpdesk Associate - ITIL (Noida, Uttar Pradesh, India)

Responsibilities

• Perform diagnostics, resolve problems, and implement corrective actions when an end user fails to resolve issues at Level 1 Support.
• Handle Incidents and Problems related to End User Devices and End User Software, providing break/fix support and advice to Authorized Users.
• Coordinate remote sessions and onsite assistance, scheduling calls with end users.
• Route or reassign calls to higher support levels if mis‑assigned.
• Collaborate with Level 2 and Level 3 Support staff and onsite vendors to resolve Problems and Service Requests.
• Update ITSM tool fields upon successful Incident resolution.
• Use provider remote tools to enable remote takeover sessions and manage desktop software.
• Request end‑user approval for remote takeover of system during incident resolution or request fulfillment.
• Escalate recurring issues to the appropriate service organization for root‑cause analysis and resolution.

Qualifications

• Minimum 1–3 years of experience in a technical support role.
• At least 12 months at the current grade level.
• Working knowledge of Windows 7 and Windows 10 operating systems.
• Ability to identify and troubleshoot issues related to system configuration, software, and COTS applications.
• Working knowledge of MS Office suite and Skype for Business.
• Familiarity with ITIL practices in Incident Management, Request Management, and Problem Management.

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.