Helpdesk Senior Associate - ITIL

NTT DATA BUSINESS SOLUTIONS; Dadri; On-site; INR 400,000 - 700,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Noida, Uttar Pradesh, India, is seeking a Helpdesk Senior Associate - ITIL to join our team. The role provides L1/L1.5 support to resolve incidents and requests across a global user base.

The ideal candidate will have 3–5 years of experience, Graduate degree, excellent communication skills, and hands-on knowledge of Windows, AD, virtual environments and ITSM tools such as ServiceNow, Excel and Power BI. You must be able to work in a 24x7 rotational shift.

Qualifications

• Graduate degree required.
• Good communication skills with international callers experience.
• Strong written communication required.
• Willing to work in rotational 24x7 shifts.
• 3–5 years of experience in IT helpdesk/support.

Responsibilities

• Provide L1/L1.5 technical guidance for identification, prioritization and resolution of issues via phone, email, or chat.
• Act as liaison between customer departments within Client Infrastructure.
• Troubleshoot MS Windows, PC hardware, Internet Explorer, and MS Office COTS applications.
• Demonstrate strong troubleshooting, bug finding and resolution skills.
• Work independently within a diverse global team.
• Utilize SSCM, Active Directory, Virtual Machines, Drive Encryption Tools, VPN Tools, and Microsoft Intune.
• Use analytical tools such as ServiceNow, Excel and Power BI.

Skills

Communication skills

Written communication

Team collaboration

Education

Graduate

Tools

Active Directory

Virtual Machines

Drive Encryption Tools

VPN Tools

Microsoft Intune

ServiceNow

Excel

Power BI

MS Windows

PC Hardware

MS Office

Job description

Job Summary

We are currently seeking a Helpdesk Senior Associate - ITIL to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

Responsibilities

• Provide L1/L1.5 technical guidance in activities associated with identification, prioritization resolution of reported problems through Phone, Email Chat.
• Typically, the associate level participates in a supportive role by acting as a liaison between customers departments within the Client Infrastructure.
• Good troubleshooting knowledge of MS Windows, PC Hardware, Internet Explorer, MS Office COTS applications etc.
• Strong troubleshooting skills, bug-finding, and resolution
• Ability to work independently within a diverse global team.
• 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.

Requirements

• Must be a Graduate.
• Good communication skills with 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
• 3-5 Years of Experience