Helpdesk Senior Associate-ITSM

NTT DATA, Inc.; Bengaluru; On-site; INR 400,000 - 600,000; Full time

Job summary

A global technology services firm is seeking a Helpdesk Senior Associate in Bengaluru, India. The successful candidate will manage customer interactions, resolve IT issues, and provide technical support via phone and email. Applicants should have excellent communication skills and a technical background, preferably with Microsoft certifications. This role may require working shifts and offers opportunities for career growth within a flexible and inclusive environment. Join a leader in digital infrastructure and accelerate your career with us.

Qualifications

• Experience providing Hybrid IT support is an advantage.
• Awareness of Microsoft Operating Systems local and Hybrid administration and Microsoft Office applications.
• Flexibility to work shifts if required.

Responsibilities

• Manages customer interactions & records reported issues in the ITSM.
• Identifies issues, applies fixes and investigates root causes using internal instructions.
• Provides technical guidance for resolving problems by telephone and e-mail.

Skills

Excellent communication and customer service skills

Fluency in English language

Ability to analyze and solve problems

Education

University education, preferably technical degree, or Microsoft certifications

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, apply now.

We are currently seeking a Helpdesk Senior Associate‑ITSM to join our team in Bangalore, Karnātaka (IN‑KA), India (IN).

Role Overview

The Service Desk Senior Associate advises and assists users over the phone, chat and e‑mail 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 (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, 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.

Key Skills

• Ideally University education, preferably technical degree, or Microsoft certifications
• Awareness of Microsoft Operating Systems local and Hybrid administration and Microsoft Office family applications
• Experience of providing Hybrid 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

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 world's 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 and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form at 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 you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.

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