NTT DATA is Hiring Helpdesk Associate - ITIL (Bangalore) | Freshers Eligible

Role Overview

The Service Desk Associate advises and assists users over the phone, chat or email in solving problems related to hardware, software, networks and peripherals using available technology and internal processes and procedures. The role screens, diagnoses, researches and resolves user issues, documents service requests and dispatches orders to support groups for problem resolution.

The associate advises users on the interpretation of IT policies, capabilities and limitations, and gives quick responses to keep users running at maximum uptime.

Role Responsibilities

• Manages customer interactions and records reported issues in the ITSM.
• Identifies issues, applies fixes and investigates root causes using internal instructions.
• Provides technical guidance on identifying, prioritizing and resolving problems by telephone and email.
• Screens, refers and diagnoses internal inquiries and work requests relating to PC maintenance.
• Acts as a liaison between customers and departments within the organization so that online system problems are resolved accurately and on time.
• Acts as a coach and escalation point for less experienced colleagues.

Key Skills

• Ideally a university education, preferably a technical degree or Microsoft certifications.
• Awareness of Microsoft Operating Systems administration (local and hybrid) and Microsoft Office family applications.
• Experience providing hybrid (office and remote) IT support is an advantage.
• Troubleshooting skills to analyze and solve problems by investigating potential solutions.
• Excellent communication and customer service skills.
• Fluency in English.
• Flexibility to work shifts if required.

Benefits

• A comprehensive, locally competitive benefits package.
• Working for a top 5 company in the industry worldwide.
• A company culture focused on employee wellbeing.
• The opportunity to grow a career in Monitoring and Infrastructure.
• Learning and development platforms.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. The company is committed to accelerating client success and positively impacting society through responsible innovation.

It is one of the world's leading AI and digital infrastructure providers, with capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

NTT DATA hires locally where possible. Remote or hybrid arrangements are subject to change based on client requirements, and in-office attendance may be required for meetings or events for employees near an office or client site.