NTT

4 months ago

Helpdesk Associate - ITIL

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Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Provide IT service desk support for end users by performing diagnostics, resolving incidents and problems, and implementing corrective actions under the direction of Level 1 support. Triage and route unresolved issues to deskside teams or other support levels, update ITSM tool fields after resolution, and use provider remote tools to enable remote takeover when needed. Support end user devices and software with break/fix assistance and escalation for repeat issues.

Location: Noida

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Perform diagnostics, resolve incidents/problems, and implement corrective actions for end users under Level 1 Customer Service Desk direction.
•Resolve incidents and problems for end user devices and software and provide break/fix support, advice, and assistance to authorized users.
•Schedule remote sessions via phone, coordinate with onsite assistance if required, and use remote tools to enable remote takeover sessions when the system is accessible.
•Route/reassign calls to other support levels as needed and collaborate with Level 2 and Level 3 support staff and onsite vendors.
•Update ITSM tool fields after incident resolution and escalate repeat issues for root cause analysis and resolution.

Key Requirements

•Min 1-3 years of relevant experience in a technical support role and 12 months on the current grade.
•Working knowledge of operating systems such as Windows 7 and Windows 10.
•Knowledge of identifying and troubleshooting issues related to system configuration and software/COTS applications.
•Working knowledge of the MS Office suite and Skype for Business.
•Fair understanding of ITIL practices in incident management, request management, and problem management.

Experience:1-3 yearsTechnical support

Tech Stack:Windows 7Windows 10MS OfficeSkype for BusinessITILITSM toolRemote takeover toolsCOTS applicationsIncident ManagementRequest ManagementProblem Management

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

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NTT