Helpdesk Senior Associate - ITIL

Req ID: 359683 

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 Senior 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 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 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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