Helpdesk Senior Associate - ITIL

NTT DATA, Inc.; Bengaluru; On-site; INR 700,000 - 900,000; Full time

Job summary

NTT DATA seeks a Helpdesk Senior Associate - ITIL in Bengaluru, Karnataka to provide hybrid on-site and remote IT support. The role focuses on resolving hardware, software, and network issues, guiding users, and driving incident management with strong customer service.

Ideal candidates have ITIL knowledge, English fluency, and the ability to work in a fast-paced environment. This position is for direct staff employment with NTT DATA Services, Inc. or its subsidiaries.

Qualifications

• Ideally university education, preferably technical degree or Microsoft certifications.
• Experience with Microsoft Operating Systems local and Hybrid (Office and Remote) administration and Microsoft Office applications is a plus.
• Experience providing Hybrid (Office and Remote) IT support is advantageous.
• Fluent English language and strong communication skills are required.
• Willingness to work shifts if necessary.

Responsibilities

• Answers customers' contacts via agreed channels and records issues.
• Identifies issues, applies fixes and investigates root causes.
• Provides technical guidance for solving problems by telephone and e-mail.
• Screens, refers, and diagnoses internal inquiries and PC maintenance requests.
• Acts as coach and escalation point for less experienced colleagues.

Skills

Microsoft Windows administration

ITIL knowledge

Customer service skills

English fluency

Problem solving

Hybrid/Office remote support

Education

Technical degree preferred

Microsoft certifications

Tools

Microsoft Windows OS

ITSM tools

Microsoft Office suite

Job description

Req ID: 386168

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us.

We are currently seeking a Helpdesk Senior Associate - ITIL to join our team in Bengaluru, Karnataka (IN-KA), India (IN).

• Answers the customers' contacts via agreed channels and record reported issues.
• Identifies issues, apply fixes and investigate root causes using processes & industry knowledge
• Provides technical guidance in activities associated with identifying, prioritizing and resolving problems by telephone and e-mail
• Screens, refers, and diagnoses internal inquiries and work requests relating to PC maintenance
• Acts as coach & an escalation point for less experienced colleagues
• Ideally University education, preferably technical degree or Microsoft certifications
• Experience working on Microsoft Operating Systems local & Hybrid (Office and Remote) administration and Microsoft Office family applications is a plus.
• Experience of providing Hybrid (Office and Remote) IT support
• Excellent communication and customer service skills
• This position is only available to those interested in direct staff employment opportunities with NTT DATA Services, Inc. or its subsidiaries.

Service Desk Associate English

Location: India. Work arrangement: Hybrid working (Office and Remote).

Competitive Salary & Benefits

Role Overview

The Service Desk 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, research, 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

• Manages customer interactions & records reported issues in the ITSM
• Identifies issues, apply fixes and investigate root causes using internal instructions.
• Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and e-mail
• Screens, refers and diagnoses internal inquiries and work requests relating to PC maintenance
• 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
• 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

Benefits

• Our people are the most critical component of our long-term success and their health and wellbeing are our priority.
• You will enjoy a comprehensive, locally competitive benefits package
• Working for a top 5 company in the industry worldwide
• Company culture focused on the employee wellbeing
• The opportunity to grow a career in Monitoring/Infrastructure
• Learning & Development platforms

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. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us.

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 Pay Transparency information, please click here. If you'd like more information on your EEO rights under the law, please click here. For EEO Policy Statement, please click here.