Helpdesk Senior Associate-ITSM

NTT DATA BUSINESS SOLUTIONS; Bengaluru; On-site; INR 300,000 - 450,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Bangalore invites a Helpdesk Senior Associate-ITSM to join our IT operations. The role focuses on resolving incidents in ITIL framework, providing L2 guidance, and ensuring timely communication with customers.

Candidates should have a graduate degree, strong communication, and be prepared for 24x7 shifts in a 24/7 support environment; international calling experience is a plus.

Qualifications

• 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

Responsibilities

• Provide L2 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.

Skills

MS Windows

ITIL knowledge

Customer service

Communication skills

Rotational shifts

Education

Bachelor's degree in Engineering or equivalent

Tools

MS Office

Job description

Job Summary

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

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