Helpdesk Associate - ITIL

NTT DATA BUSINESS SOLUTIONS; Dadri; On-site; INR 240,000 - 360,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Noida is seeking a Helpdesk Associate - ITIL to join the team. You will diagnose and resolve end-user incidents, provide guidance on device and software issues, and coordinate with on-site teams to restore services.

The role requires 1–3 years in technical support, familiarity with Windows OS, MS Office, Skype for Business, and ITIL processes. This on-site position supports users across the organization in a busy IT helpdesk environment.

Qualifications

• 1–3 years of relevant experience in a technical support role.
• Experience with Windows operating systems (Windows 7/10).
• Experience with System Configuration and Software COTS applications.
• MS Office and Skype for Business knowledge.
• Understanding of ITIL incident, request, and problem management.

Responsibilities

• Diagnose and resolve end-user issues under Level 1 guidance.
• Provide break/fix support for End User Devices and software.
• Coordinate with on-site teams and vendors as needed for resolution.
• Update incident records in the ITSM tool after resolution.
• Escalate recurring issues to appropriate teams for root cause analysis.

Skills

Technical support

Windows OS

ITIL practices

Tools

MS Office

Skype for Business

ITSM tools

Job description

Job Summary

We are currently seeking a Helpdesk Associate - ITIL to join our team in Noida, Uttar Pradesh, India.

Requirements

• Min 1-3 years of relevant experience in a technical support role 12 months on the current grade
• Working Knowledge of Operating Systems such as Windows 7 10
• Knowledge of identifying and troubleshooting issues related to System Configuration, Software COTS applications
• Working knowledge of MS Office suite Skype for business
• Fair understanding of ITIL practices in Incident Management, Request Management Problem Management.

Responsibilities

• Associate is responsible to perform diagnostics, resolve problems, and implement corrective actions when an end user has been unsuccessful working under the direction of the Level 1 Customer Service Desk. Incidents that are not resolved at the L1 will be routed to the deskside support team for resolution or as per the KBA defined (for outside the scope of Deskside)
• Resolve Incidents and Problems associated with End User Devices and End User Software, and provide break/fix support, advice, and assistance to Authorized Users. Associates would ultimately be responsible for resolving all Incidents and Problems associated with failure or degradation of Services related to End User Devices and End User Software.
• Contact the end user via phone to schedule the remote session call and coordinate with onsite assistance if required.
• Route / reassign calls to other levels of support, as required if miss-assignment occurs
• Work with Level 2 and 3 Support staff and onsite vendors (as appropriate) to resolve Problems and Service Requests.
• Update the ITSM Tool fields upon successful resolution of the Incident.
• Utilize Providers remote tool to enable remote takeover sessions.
• Attempt to resolve certain Incident Types by remotely taking control of the End User Device, provided the End Users system is accessible
• Utilize remote controls to manage and update desktop system Software, and to maintain configuration of systems and applications.
• Request end-user approval for remote takeover of system in support of incident resolution or request fulfillment
• Escalate repeat issues to the appropriate service organization to allow root cause analysis to be performed and resolution to be driven.