Helpdesk Senior Associate-ITSM

NTT DATA, Inc.; Bengaluru; On-site; INR 350,000 - 520,000; Full time

Job summary

NTT DATA is seeking a Helpdesk Senior Associate-ITSM in Bengaluru to join our dynamic IT Services team. You will provide L2 support for incidents and requests via phone, email and chat, ensuring timely resolution and effective communication with clients.

Ideal candidates are graduates with 1 year of international calling experience, strong customer handling, good writing skills, and familiarity with ITIL processes. Rotational 24x7 shifts are required to support our global client needs.

Qualifications

• Graduate with relevant technical degree preferred.
• 1 year of international calling experience.
• Excellent customer handling and writing skills.
• Willingness to work in rotational 24x7 shifts.

Responsibilities

• Provide L2 guidance for incident and request management via phone, email, and chat.
• Identify, prioritize, and resolve reported problems with follow-up steps.
• Liaise between customers and internal teams within Client Infrastructure.
• Troubleshoot MS Windows, PC hardware, Internet Explorer, MS Office, and COTS apps.
• Apply ITIL best practices for incident and request management.

Skills

Customer handling

Communication

International calling

ITIL knowledge

L2 support

Education

Graduate

Tools

MS Windows

MS Office

Internet Explorer

Job description

Job Description:

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-ITSM to join our team in Bangalore, Karnātaka (IN-KA), India (IN).

Roles and 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

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. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. 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.

Requirements: