Helpdesk Senior Associate/ Helpdesk Analyst - NTT DATA

NTT DATA, Inc.; Dadri; On-site; INR 1,200,000 - 2,800,000; Full time

Job summary

NTT DATA, Inc. is seeking an experienced Service Desk Delivery Lead to manage 24x7 operations from office in India. The role requires 5+ years in service desk with 1 year in delivery management, strong people management, and excellent communication with international clients. Deep knowledge of ServiceNow and Microsoft suite is required.

You will oversee SLAs, KPIs, stakeholder relationships, and team performance, while guiding upskilling initiatives and cross-functional collaboration.

Qualifications

• Must have a Bachelor's degree.
• Excellent communication skills with international calling experience.
• Strong writing and comprehension abilities.
• 5+ years of experience with people management.
• Experience in service desk and delivery management (1 year in delivery management).
• Team management experience of 2+ years.
• Rotational shift with 24x7 support window.
• Work from office mandatory.
• Sound domain knowledge in SSCM, Active Directory, virtualization, and security tools.

Responsibilities

• Manage SLAs and KPIs for the service desk.
• Oversee customer and stakeholder relationship management.
• Provide cross-functional support and manage 24x7 operations.
• Ensure team performance and deliverables meet targets.
• Mentor and guide team members; conduct upskilling/cross-skilling initiatives.
• Hands-on with ServiceNow and other SD CRM tools; drive process improvements.
• Monitor analytical tools like Excel and Power BI for insights.
• Escalation management and bottom-quartile performance handling.

Skills

People management

Customer handling

Communication

Team coordination

Shift management

Education

Bachelor's degree

Tools

ServiceNow

MS Visio

MS Excel

MS PowerPoint

Active Directory

Virtual Machines

Drive Encryption Tools

VPN Tools

Microsoft Intune

Power BI

Job description

Requirements

• Must be a Graduate.


• Good communication skills with international calling experience


• Good comprehension & writing skills


• Must possess excellent customer handling skills and Team management experience of 2+ years.


• Should be comfortable to work in rotational shift with 24x7 support window


• Mandate work from office.


• 5+ Years of Experience, People Management skills.


• Sound Industry Domain Knowledge
  

Job description

• Responsible for SLAs & KPIs


• Responsible for customer/stakeholder relationship management.


• Provide cross functional support, Managing 24x7 Operations.


• Responsible for the performance of the teams.


• Responsible in terms of best practice sharing, team building exercises, guidance and mentoring team member


• Responsible for upskilling / cross skilling team members


• Must have 5 solid years of Service Desk experience, 1 years in managing delivery for service desk.


• Possesses knowledge of Microsoft Applications like MS Visio MS Excel & MS Power point etc.


• Hands on experience of SD CRM Tools such as ServiceNow.


• Excellent understanding of SSCM, Active Directory, Virtual Machines, Drive Encryption Tools, VPN Tools, Microsoft Intune.


• Must be good in Analytical tools such as Service Now, Excel, and Power BI.


• Bottom Quartile management, Escalation Management.