Helpdesk Associate - Technical Troubleshooting

NTT DATA BUSINESS SOLUTIONS; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS is seeking a Helpdesk Associate in Bengaluru, Karnataka, India. The candidate will provide technical guidance for incident resolution via phone, email, and chat, acting as a liaison between customers and the internal IT group.

The role requires a graduation degree (B.Tech/B.E preferred) with solid communication and writing skills, plus customer-focused handling capabilities. Rotational shifts with 24x7 support are expected.

Qualifications

• Graduation is required, technical degree preferred.
• Good communication skills with writing ability.
• Experience in international calling is a plus.
• Strong customer handling and service orientation.”
• Willingness to work in rotational shifts and 24x7 support window.

Responsibilities

• Provide technical guidance to resolve reported problems via Phone, Email, Chat.
• Participate in recognition, research, isolation, and resolution steps.
• Act as liaison between customers and client infrastructure departments.
• Demonstrate troubleshooting knowledge of MS Windows, PC hardware, Internet Explorer, MS Office and other COTS apps.
• Adhere to ITIL incident management practices and follow-up on requests.

Skills

Communication skills

Writing skills

Customer handling

International calling

Education

B.Tech/B.E or technical degree

Graduate

Job description

Job Summary

We are currently seeking a Helpdesk Associate - Technical Troubleshooting to join our team in Bengaluru, Karnataka, India.

Responsibilities

• Provide 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