Helpdesk Senior Representative

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

Job summary

NTT DATA, Inc. is seeking a Service Desk Senior Associate in Bengaluru, India. The role involves advising users on hardware, software, and network issues via phone, chat, and email. Responsibilities include managing customer interactions, diagnosing user issues, and providing technical guidance.

The ideal candidate will have a technical degree or Microsoft certifications, strong communication skills, and flexibility to work in rotational shifts. Join a dynamic team dedicated to providing excellent customer support.

Qualifications

• University education, preferably a technical degree.
• Fluency in English is essential.
• Ability to analyze and solve problems.

Responsibilities

• Manage customer interactions and record reported issues.
• Identify and resolve user issues through troubleshooting.
• Provide technical guidance for problem resolution.

Skills

University education, preferably a technical degree

Microsoft certifications

Awareness of Microsoft Operating Systems

Microsoft Office suite applications

Excellent communication and customer service skills

Fluency in English

Troubleshooting skills

Flexibility to work in rotational shifts

Education

Technical degree or Microsoft certifications

Job description

India – Work from Office

Role Overview

The Service Desk Senior Associate advises and assists users over the phone, chat, and email 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 IT policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users.

Responsibilities

• Manages customer interactions and records reported issues to 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, e‑mail, and chat.
• Screens, refers, and diagnoses internal inquiries and work requests relating to PC maintenance.
• Acts as a liaison between customers and departments within the organization to ensure that all online system problems are resolved accurately and timely.

Key Skills

• University education, preferably a technical degree, or Microsoft certifications.
• Awareness of Microsoft Operating Systems local and hybrid (Office and Remote) administration and Microsoft Office suite applications.
• Willing to work from office 5 days a week.
• Ability to analyze and solve problems using troubleshooting skills.
• Excellent communication and customer service skills.
• Fluency in the English language.
• Flexibility to work in rotational shifts (24/7).

Equal Employment Opportunity

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 Pay Transparency information, please click here. For the EEO Policy Statement, please click here. If you’d like more information on your EEO rights under the law, please click here.