Helpdesk Associate - ITIL

Location: Bengaluru

Req :  354303

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Helpdesk Associate - ITIL to join our team in Bengaluru, Karnātaka (IN-KA), India (IN).

Position's General Duties and Tasks:

Answers the customers' contacts via agreed channels and record reported issues.
Identifies issues, apply fixes and investigate root causes using internal instructions.
Provides technical guidance in activities associated with identifying, prioritizing and resolving problems by telephone and e-mail
Screens, refers, and diagnoses internal inquiries and work requests relating to PC maintenance
Ideally University education, preferably BTech, equivalent technical degree and or Microsoft certifications
Awareness on Microsoft Operating Systems local & Office (Office and Remote) administration and Microsoft Office family applications is a plus

Experience of providing Office (Office and Remote) IT support is an advantage such as troubleshooting Anti Virus, MS Office 365 issues, VPN, Active Directory etc.
Excellent communication (verbal and written), comprehension and customer service skills
This position is only available to those interested in direct staff employment opportunities with NTT DATA Services, Inc. or its subsidiaries.)

India - Hybrid working (Office and Hybrid (Office and Remote))

Competitive Salary & Benefits

Role Overview

The Service Desk Associate advises and assists users over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, research, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc.

Provides quick response to ensure maximum uptime of all users.

Role Responsibilities

Manages customer interactions & records reported issues in the ITSM
Identifies issues, apply fixes and investigate root causes using internal instructions.
Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and e-mail
Screens, refers and diagnoses internal inquiries and work requests relating to PC maintenance
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 Office (Office and Remote) administration and Microsoft Office family applications

Experience of providing Office (Office and Remote) IT support is an advantage
Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills
Good communication and customer service skills
Fluency in English language
Flexibility to work shifts if required

Benefits

Our people are the most critical component of our long-term success and their health and wellbeing are our priority.
You will enjoy a comprehensive, locally competitive benefits package
Working for a top 5 company in the industry worldwide
Company culture focused on the employee wellbeing
The opportunity to grow a career in Monitoring/Infrastructure Learning & Development platforms

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future.

As a Global Top Employer, we have experts in more than 50…