NTT Data -Hiring for-Helpdesk Associate/Helpdesk Senior Associate

NTT DATA, Inc.; Bengaluru; On-site; INR 550,000 - 850,000; Full time

Job summary

NTT DATA, Inc. Bengaluru is seeking a Service Desk/Delivery Lead to manage SLAs, KPIs, and stakeholder relationships. The role requires strong communication, 1+ year in technical support, and hands-on ServiceNow experience.

You will lead cross-functional support across 24x7 operations, mentor team members, and drive upskilling initiatives while ensuring top-quality delivery and adherence to best practices.

Qualifications

• Must be a graduate.
• Excellent communication with international calling experience.
• Strong writing and customer handling skills.
• Willing to work in 24x7 shift and onsite.
• 1+ year of technical support experience.
• Solid understanding of Service Desk operations and SLAs/KPIs.
• Proficient with MS Office applications (Visio, Excel, PowerPoint) and ServiceNow.
• Hands-on with tools like Active Directory, VM, encryption, VPN, and Intune.

Responsibilities

• Manage SLAs and KPIs for service delivery.
• Oversee customer/stakeholder relationship management.
• Provide cross-functional support and manage 24x7 operations.
• Lead and mentor teams; drive upskilling and delivery.
• Engage in best-practice sharing and team-building activities.
• Utilize ServiceNow and Excel/Power BI for analysis and reporting.
• Handle escalations and bottom quartile management.

Skills

Communication

Customer handling

International calling

Written communication

Shift flexibility

Technical support

Service Desk

SLA management

KPI management

Delivery management

Mentoring

Upskilling

Analytical skills

Education

Graduate

Tools

ServiceNow

MS Visio

MS Excel

MS PowerPoint

Power BI

Active Directory

Virtual Machines

Drive Encryption Tools

VPN Tools

Microsoft Intune

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.