Helpdesk Senior Associate - ITIL

NTT DATA, Inc.; India; On-site; INR 240,000 - 360,000; Full time

Job summary

NTT DATA, Inc. in India is seeking a technically sound Help Desk/Technical Support analyst who can troubleshoot Windows, Mac, MDM, and network issues at customer sites. The role involves desktop and peripheral maintenance, rotational shifts, and coordinating with internal teams to resolve on-line system problems.

Graduate with relevant experience is preferred; strong knowledge of Windows 10/8, Office, and hardware basics is expected for timely issue resolution and customer satisfaction.

Qualifications

• Graduate with relevant experience in a technical support role.
• Knowledge of Windows 10/8 troubleshooting, PC hardware, networking, MS Office.
• Shift: Rotational; liaises between customer and departments to resolve online system problems.

Responsibilities

• Review, troubleshoot and approve operational quality of desktops, notebooks, printers, and peripherals.
• Install, maintain and optimize desktop/notebook configurations at customer sites.
• Diagnose and resolve product performance problems.
• Perform maintenance and repair services.
• Ensure customer satisfaction by advising on preventive maintenance and configurations.
• Instruct customers in operation and maintenance of the system.

Skills

Windows troubleshooting

MAC troubleshooting

MDM

Autopilot devices setup

SCCM

Amazon Workspaces

Citrix

Active Directory (basic)

Outlook troubleshooting

Printer troubleshooting

External monitor troubleshooting

Docking station

Network drives

Job description

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• Candidate should be technically sound withWindows Troubleshooting with registry edit (No Boot, No internet, optimization), MAC (optimization, mac troubleshooting), MDM, Autopilot Devices Setup, SCCM, Amazon Workspaces, Citirx , Active Directory (basic troubleshooting), Outlook troubleshooting, Printer Troubleshooting, External Monitor troubleshooting & docking station, Network drives.
• Typically, the Analyst level participates in a supportive role by acting as a liaison between customer and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner.
• Shift: Rotational shift. Qualification: Graduate with relevant experience/knowledge in a technical support role. - Knowledge of troubleshooting Windows 10, Win 8 Operating system, PC Hardware, Basic Knowledge of Internet Explorer, Networking, Messaging, and MS Office, COTS applications etc.
• Reviews, troubleshoots and approves operational quality of desktops, notebooks, printers, and associated peripherals.
• Installs, maintains and optimizes desktop /notebook configurations at customer sites.
• Diagnoses and resolves product performance problems.
• Performs maintenance and repair services.
• Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
• Instructs customers in the operation and maintenance of the system.

Job Segment: Help Desk, Information Technology, Technical Support, Technology