Helpdesk Senior Associate - ITIL

NTT DATA, Inc.; Bengaluru; Hybrid; INR 30,000 - 50,000; Full time

Benefits offered by this job

Competitive Salary

Hybrid working model

Comprehensive benefits

Job summary

A leading IT services company is seeking a Helpdesk Senior Associate - ITIL in Bangalore, Karnataka. The role involves advising users via phone, chat, and email to resolve hardware and software issues. Candidates should have a technical degree, Microsoft certifications, and experience in hybrid IT support. Excellent communication and customer service skills are essential. The position offers a competitive salary with hybrid working arrangements, ensuring responsive support to maximize user uptime.

Qualifications

• Ideally holds a university education, preferably a technical degree, or Microsoft certifications.
• Experience providing hybrid (Office and Remote) IT support is an advantage.
• Flexibility to work shifts if required.

Responsibilities

• Manage customer interactions and record reported issues in the ITSM.
• Identify issues, apply fixes, and investigate root causes.
• Provide technical guidance in identifying, prioritizing, and resolving problems.

Skills

Problem-solving skills

Excellent communication skills

Customer service orientation

Fluency in English

Education

Technical degree or Microsoft certifications

Tools

Microsoft Office applications

Job description

Helpdesk Senior Associate - ITIL

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

Senior Service Desk Associate - English

India - Hybrid working (Office and Remote)

Competitive Salary & Benefits

Role Overview

The Service Desk Senior Associate advises and assists users over the phone, chat, and email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes and 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 policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users.

Responsibilities

• Manages customer interactions and records reported issues in the ITSM.
• Identifies issues, applies fixes, and investigates 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 online system problems are resolved in an accurate and timely manner.

Qualifications

• Ideally holds a university education, preferably a technical degree, or Microsoft certifications.
• Awareness of Microsoft Operating Systems, local and hybrid (Office and Remote) administration, and Microsoft Office family applications.
• Experience 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.

Job Segment

• Help Desk
• Information Technology
• Cloud
• Consulting
• Technology

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.