NTT Data -Hiring for-Helpdesk Associate

NTT DATA, Inc.; Coimbatore District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

NTT DATA, Inc. in Coimbatore seeks an experienced Service Desk Manager to oversee 24x7 operations, manage SLA/KPI targets and drive delivery for the service desk. The role requires a graduate with strong communication, stakeholder management, and hands-on ServiceNow experience.

The candidate should be proficient in MS Excel, Power BI, and other Microsoft tools, and capable of leading teams, mentoring staff, and improving processes in a dynamic, 24x7 environment.

Qualifications

• Graduate with a Bachelor’s degree in any discipline.
• Strong communication and writing skills.
• Experience in technical support or service desk.
• Knowledge of ITIL practices is a plus.
• Experience in multinational or international support is beneficial.

Responsibilities

• Oversee 24x7 operations and ensure SLA/KPI targets.
• Manage customer/stakeholder relationships.
• Provide cross-functional support and mentorship.
• Drive delivery excellence and team performance.
• Support escalation management and process improvements.
• Utilize ServiceNow and MS Office tools.

Skills

Leadership

Communication

Stakeholder management

Team building

Education

Bachelor's degree

Tools

ServiceNow

MS Excel

Power BI

MS Visio

MS PowerPoint

Job description

Requirements:

• Must be a Graduate.
• Good communication skills with 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
• Mandate work from office.
• 1+ Years of Experience in Technical support

Job description:

• Responsible for SLAs & KPIs
• Responsible for customer/stakeholder relationship management.
• Provide cross functional support, Managing 24x7 Operations.
• Responsible for the performance of the teams.
• Responsible in terms of best practice sharing, team building exercises, guidance and mentoring team member
• Responsible for upskilling / cross skilling team members
• Must have 5 solid years of Service Desk experience, 1 years in managing delivery for service desk.
• Possesses knowledge of Microsoft Applications like MS Visio MS Excel & MS Power point etc.
• Hands on experience of SD CRM Tools such as ServiceNow.
• Excellent understanding of SSCM, Active Directory, Virtual Machines, Drive Encryption Tools, VPN Tools, Microsoft Intune.
• Must be good in Analytical tools such as Service Now, Excel, and Power BI.
• Bottom Quartile management, Escalation Management.