Assest Migration - Helpdesk Senior Analyst

NTT DATA, Inc. currently seeks a Helpdesk Senior Analyst - to join our team in India to support one of US healthcare account.

Location: Hybrid Remote – India

Requirements:

Advises and assists users over the phone and electronically in solving problems related to hardware, software, networks, and peripherals using available technology. 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.

• Diagnoses and troubleshoots Level 1 problems encountered with personal computer hardware, software, and peripherals.

• Answers the help desk line and responds to users’ requests regarding computer systems.

• Acknowledges receipt of all user requests within defined service levels.

• Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information.

• Maintains user information and documentation.

• Participates in ensuring that client requests via the ticketing system are managed to closure.

• Delivers results in support of achieving the organization’s objectives and SLA’s

• Prioritizes work based on time and complexity requirements.

• Exercises sensitivity to due process and proper pacing.

• Routes clients when appropriate to proper support queues.

• May identify opportunities for process improvements that contribute to the achievement of business metric goals.

• Solves problems consistently and completely with minimum supervision.

• Partners with employees to obtain resolution to complex technical issues.

• Performs quality audits.