Helpdesk Senior Representative - ITIL

NTT DATA North America; Bengaluru; On-site; INR 500,000 - 800,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Work from office environment

Job summary

A leading technology services provider seeks a Helpdesk Senior Associate in Bengaluru, Karnataka. This role involves assisting users with hardware and software issues through various communication channels. Key qualifications include a technical degree or certifications, excellent communication skills, and a willingness to work onsite. The position offers competitive salary and benefits, and requires flexible working hours, including shifts across 24/7 operations.

Qualifications

• University education in a technical field or relevant Microsoft certifications.
• Strong troubleshooting and problem-solving abilities.
• Excellent customer service and communication skills.

Responsibilities

• Manage customer interactions and document issues in ITSM.
• Identify and resolve technical issues via telephone, email, and chat.
• Act as a liaison between customers and internal departments.

Skills

Technical troubleshooting skills

Excellent communication skills

Customer service skills

Fluency in English

Microsoft Operating Systems knowledge

Ability to work rotational shifts

Education

University education or Microsoft certifications

Job description

Req ID: 353363

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Helpdesk Senior Associate to join our team in Bangalore, Karnataka (India). India – Work from Office.

Competitive Salary & Benefits Role Overview

The Service Desk Senior Associate advises and assists users over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, researches, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users.

Role Responsibilities

• Manage customer interactions & record reported issues in the ITSM.
• Identify issues, apply fixes, and investigate root causes using internal instructions.
• Provide technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone, e‑mail and chat.
• Screen, refer, and diagnose internal inquiries and work requests relating to PC maintenance.
• Act as a liaison between customers and departments within the organization to ensure that all online system problems are resolved accurately and timely.

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.
• Willingness to work from office 5 days in a week.
• 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 in rotational shifts (24/7).

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 and offer clients access to a robust ecosystem of innovation centers as well as established and start‑up partners.

Equal Employment Opportunity

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.