Helpdesk Senior Associate

NTT
Noida
Full timeFunction: Customer Support (Service Desk)Experience: 2-5 yearsEducation: bachelorsSkills: ["Solution driven","Result oriented","Process analytical skills","Data documentation","Ability to create dashboards"]

Work on workforce management for a global Technical Service Desk scheduling and forecasting team, ensuring staffing plans meet rapidly growing service needs. Establish location-based processes for staffing, scheduling, and planning; predict headcount and handle shrinkage; monitor performance vs. plans using call center metrics and SLA mapping; and build WFM dashboards and automations with advanced Excel/VBA while running “what-if” scenarios to improve service levels and forecasting accuracy.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
NTT
NTT
1 week ago

Helpdesk Senior Associate

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Work on workforce management for a global Technical Service Desk scheduling and forecasting team, ensuring staffing plans meet rapidly growing service needs. Establish location-based processes for staffing, scheduling, and planning; predict headcount and handle shrinkage; monitor performance vs. plans using call center metrics and SLA mapping; and build WFM dashboards and automations with advanced Excel/VBA while running “what-if” scenarios to improve service levels and forecasting accuracy.
Location: Noida
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Partner with the global Technical Service Desk scheduling and forecasting WFM team to meet business and client needs.
  • •Accurately forecast required headcount/production heads, handle time and staff shrinkage by work type, and develop schedules aligned to service levels.
  • •Identify coverage gaps and propose new shifts or realignments along with hiring plans.
  • •Monitor performance against plans and continuously refine assumptions using call center metrics and SLA mapping.
  • •Build WFM dashboards and automations in Advanced Excel/VBA, run “what-if” scenarios, and use workforce management tools to determine optimal staffing requirements and work schedules.

Key Requirements

  • •2-5 years of prior experience in a call center operations environment with strong understanding of Service Desk operations.
  • •Advanced Excel/VBA skills for data modelling, dashboards, and automations.
  • •Strong planning and scheduling knowledge, including workforce management tool usage and maintenance.
  • •Thorough understanding of call center metrics, SLA mapping, and reporting.
  • •Ability to create well organized documentation and maintain databases in support of workforce planning.
Experience:2-5 yearsCall centerService deskWorkforce managementContact center
Education:Bachelor's
Skills:Solution drivenResult orientedProcess analytical skillsData documentationAbility to create dashboards
Tech Stack:Advanced ExcelVBA

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
WebsiteLinkedIn