Helpdesk Senior Associate - ITIL

NTT DATA BUSINESS SOLUTIONS; Bengaluru; On-site; INR 450,000 - 600,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Bengaluru, Karnataka, India is seeking a Helpdesk Senior Associate - ITIL to provide L2 technical guidance and support. You will handle incidents via phone, email, and chat, and coordinate resolution with cross-functional teams.

The ideal candidate is a graduate with strong communication skills, comfortable with 24x7 rotational shifts, and ready to contribute to ITIL-based incident management within a global client environment.

Qualifications

• 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.

Responsibilities

• Provide L2 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.

Skills

L2 support

Customer handling

Communication skills

Rotational shift readiness

Education

Graduate

B.Tech/B.E or any other technical degree preferred

Job description

Job Summary

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

Responsibilities

• Provide L2 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