Helpdesk Senior Associate-ITSM

NTT
Bengaluru
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Customer service","Communication","Problem-solving","Troubleshooting","Customer interaction"]

Provide senior service desk support using ITSM to assist users via phone, chat, and email with hardware, software, network, and peripheral issues. Diagnose, research, and resolve incidents, apply fixes, and investigate root causes using internal processes. Manage customer interactions, document service requests, and escalate when needed. Coach less experienced colleagues while advising users on IT policy interpretation and aiming to maximize uptime for all users.

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FursaFursa
NTT
NTT
3 weeks ago

Helpdesk Senior Associate-ITSM

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Provide senior service desk support using ITSM to assist users via phone, chat, and email with hardware, software, network, and peripheral issues. Diagnose, research, and resolve incidents, apply fixes, and investigate root causes using internal processes. Manage customer interactions, document service requests, and escalate when needed. Coach less experienced colleagues while advising users on IT policy interpretation and aiming to maximize uptime for all users.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Answer customer contacts through agreed channels and record reported issues in ITSM.
  • •Diagnose, investigate root causes, and apply fixes using internal instructions and processes.
  • •Provide technical guidance to identify, prioritize, and resolve user problems via telephone and email.
  • •Screen, refer, and diagnose internal inquiries and work requests related to PC maintenance.
  • •Act as a coach and escalation point for less experienced colleagues while supporting timely, accurate resolution.

Key Requirements

  • •University education, preferably a technical degree, or Microsoft certifications.
  • •Experience supporting Office (including Office and Remote) IT environments and Microsoft Office family applications.
  • •Experience administering Microsoft Operating Systems (local and office/remote) and providing IT support.
  • •Strong troubleshooting skills to analyze problems and investigate potential solutions.
  • •Excellent communication and customer service skills, including fluency in English.
Skills:Customer serviceCommunicationProblem-solvingTroubleshootingCustomer interaction
Certifications:Microsoft certifications
Languages:English
Tech Stack:ITSMMicrosoft Operating SystemsMicrosoft OfficePC maintenanceNetworks

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