Helpdesk Senior Representative

NTT DATA BUSINESS SOLUTIONS; Bengaluru; On-site; INR 450,000 - 750,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Bangalore is seeking a Helpdesk Senior Representative to join our team. You will monitor live dashboards, allocate workflow, and provide guidance to colleagues. The role emphasizes quality analysis, reporting, and acting as escalation point.

Strong communication and English fluency are essential, with flexibility for shifts. The position requires a technical background with knowledge of Windows OS, Office applications, and hybrid IT support experience.

Qualifications

• University education preferably technical degree or Microsoft certifications.
• Knowledge of Microsoft operating systems (local and Hybrid) and Office family applications.
• Experience providing Hybrid (Office and Remote) IT support is an advantage.

Responsibilities

• Live dashboard monitoring, reporting workflow allocation.
• Quality analysis on agreed aspects.
• Trending and in-depth analysis on service delivery components.
• Management Information Presentations.
• Acts as coach and escalation point for less experienced colleagues.
• Provides technical guidance in identifying, prioritizing, and resolving problems using defined processes.
• Interacts with customers and internal departments to resolve online system problems accurately and promptly.

Skills

University education

Microsoft certifications

Microsoft Windows administration

Office applications

Hybrid IT support

Reporting

Troubleshooting

Communication skills

Customer service

English fluency

Shift flexibility

Education

University education or technical degree

Job description

We are currently seeking a Helpdesk Senior Representative to join our team in Bangalore.

Responsibilities

• Live dashboard monitoring, reporting workflow allocation
• Quality analysis on agreed aspects
• Trending and in-depth anlysis on service delivery components
• Management Information Presentations
• Acts as coach an escalation point for less experienced colleagues
• Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems using processes instructions
• Participates in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line 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 (Office and Remote) administration and Microsoft Office family applications
• Experience of providing Hybrid (Office and Remote) IT support is an advantage
• Good reporting abilities
• 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