Helpdesk Associate - ITIL

Req ID: 324235 

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 Noida, Uttar Pradesh (IN-UP), India (IN).

Detailed roles and responsibilities:
• Graduate (preferably technical) with 1-3 years experience.
• Good comprehension & writing skills.
• Must possess excellent customer handling skills.
• Comfortable to work in rotational shift with 24x7 support window from office ( No Work from Home).
•  Associate is responsible to perform diagnostics, resolve problems & route unresolvable issues to next level support.
•  Associate is responsible to answer L1 calls throughout the day with 80% of his work utilization over calls. 
•  Strong troubleshooting knowledge of Windows 11 and related applications, MS Office Suite/O365 and PC hardware etc
•  Update the ITSM Tool fields upon successful resolution of the Incident.
•  Utilize Provider’s remote tool to enable remote takeover sessions.
•  Working knowledge of Active Directory (SD specific), MS Excel and other COTS applications etc.
•  Strong working knowledge on ITSM platforms (ServiceNow) and Telephony tools (Avaya, Cisco etc.) 
•  Fair understanding of ITIL practices: Incident Management, Request Management, Change Management and Continual Service Improvement
•  Should possess good reporting and analytical skills.
•  Escalate repeat issues to the appropriate service organization to allow root cause analysis to be performed and resolution to be driven. 

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

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