Helpdesk Associate - Technical Troubleshooting

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

Job summary

NTT DATA North America seeks an IT support professional to monitor live dashboards, allocate workflows, and perform quality analysis on service delivery metrics.

The role involves guiding colleagues, acting as an escalation point, and ensuring timely resolution of online system issues. Strong English communication and reporting skills are essential.

Qualifications

• University degree or technical certification preferred.
• Experience with Microsoft OS (local & hybrid) administration.
• Experience in Hybrid IT support is a plus.
• Strong reporting and problem-solving skills.

Responsibilities

• Live dashboard monitoring, reporting and workflow allocation.
• Quality analysis on agreed aspects.
• Trending and in-depth analysis on service delivery components.
• Management information presentations.
• Acts as coach and escalation point for less experienced colleagues.
• Provides technical guidance in identifying, prioritizing, and resolving problems using processes and instructions.
• Liaison between customers and departments to resolve online system problems promptly.

Skills

Communication

Customer service

Troubleshooting

Reporting

English fluency

Shift flexibility

Education

University degree (technical preferred)

Microsoft certifications

Tools

Windows OS administration

Microsoft Office

Job description

Live dashboard monitoring, reporting & workflow allocation

Quality analysis on agreed aspects

Trending and in-depth anlysis on service delivery components

Management Information Presentations

Acts as coach & an escalation point for less experienced colleagues

Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems using processes & instructions

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 Hybrid (Office and Remote) administration and Microsoft Office family applications
• Experience of providing Hybrid (Office and Remote) IT support is an advantage
• Good reporting abilities
• Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills
• Excellent communication and customer service skills
• Fluency in English language
• Flexibility to work shifts if required

Requirements