Helpdesk Senior Associate - ITIL

NTT DATA, Inc.; Bengaluru; On-site; INR 600,000 - 840,000; Full time

Job summary

NTT DATA, Inc. in Bangalore, Karnataka, India, seeks a Helpdesk Senior Associate - ITIL to advise users by phone/chat/email, diagnose issues across hardware, software, networks and peripherals, and document service requests to keep systems up and running.

The role requires strong communication, English fluency, a technical background or Microsoft certifications, and the ability to work 5 days a week from the office in a 24/7 shift environment.

Qualifications

• University education preferred, technical degree or Microsoft certifications.
• Awareness of Microsoft Operating Systems and Microsoft Office applications.
• Willing to work from office 5 days a week.
• Ability to analyze and solve problems by troubleshooting.
• Excellent communication and customer service skills.
• Fluency in English language.
• Flexibility to work in rotational shifts (24/7).

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, e‑mail and chat.
• 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 online system problems are resolved in an accurate and timely manner.

Skills

English fluency

Troubleshooting

Customer service

Problem solving

Shift flexibility

Education

University education or technical degree

Tools

Microsoft Windows

Microsoft Office

Job description

Job Description

Req ID: 386207

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.

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

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, 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, e‑mail and chat.
• 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 online 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
• Willing 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 worlds 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 recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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