NTT

1 week ago

Helpdesk Senior Associate-ITSM

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 15 hours agoStatus: Live

Job Summary

Provide first-line service desk support within ITSM, answering user contacts via phone/chat/email and recording reported issues. Diagnose problems, apply fixes, and investigate root causes using internal processes. Advise users on IT policy capabilities and limitations, dispatch requests to support groups, and ensure accurate, timely resolution—while serving as a coach and escalation point for less experienced colleagues.

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Manage customer interactions and record reported issues in the ITSM system.
•Identify issues, apply fixes, and investigate root causes using internal instructions.
•Provide technical guidance to identify, prioritize, and resolve problems via telephone and e-mail.
•Screen, refer, and diagnose internal inquiries and work requests related to PC maintenance.
•Act as a liaison between customers and internal departments to resolve online system problems accurately and timely.

Pay and Benefits

Perks:Learning Budget

Key Requirements

•Ideally have university education, preferably a technical degree, or Microsoft certifications.
•Have experience providing Office (Office and Remote) IT support and awareness of Microsoft Operating Systems administration.
•Use ITSM processes to manage and document service requests and reported issues.
•Demonstrate strong troubleshooting and problem analysis by investigating potential solutions.
•Communicate clearly with excellent customer service skills and be flexible to work shifts if required.

Skills:CommunicationCustomer serviceProblem-solvingTroubleshootingCoaching

Certifications:Microsoft certifications

Languages:English

Tech Stack:ITSMMicrosoft Operating SystemsMicrosoft OfficeOffice

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

NTT