NTT

1 month ago

Helpdesk Senior Associate-ITSM

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Source: Company careers pageValidated by: Fursa AI

Last checked: 20 hours agoStatus: Live

Job Summary

Provide senior helpdesk support within an ITSM environment, handling diagnostics, incident and problem resolution, and corrective actions when Level 1 Service Desk cannot resolve issues. Triage and route incidents, resolve problems for end-user devices and software, and manage remote takeover sessions to troubleshoot and update systems. Coordinate with Level 2/3 support and onsite vendors as needed, while accurately updating ITSM tool records and escalating repeat issues for root-cause analysis.

Location: Noida

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Perform diagnostics, resolve problems, and implement corrective actions under the direction of the Level 1 Customer Service Desk when issues cannot be resolved.
•Resolve incidents and problems for end-user devices and software, providing break/fix support, advice, and assistance to authorized users.
•Contact end users by phone to schedule remote session calls and coordinate with onsite assistance when required.
•Route or reassign calls to other support levels as needed, and work with Level 2/3 support staff and onsite vendors to resolve problems and service requests.
•Update ITSM tool fields after incident resolution, use provider remote tools for remote takeover, and escalate repeat issues for root-cause analysis.

Key Requirements

•Min 2-3 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 10.
•Knowledge of identifying and troubleshooting issues related to system configuration, software, and COTS applications.
•Working knowledge of MS Office suite and Skype for Business.
•A fair understanding of ITIL practices in incident management, request management, and problem management.

Experience:2-3 years

Skills:Troubleshooting

Tech Stack:Windows 7Windows 10MS OfficeSkype for BusinessITSMITILCOTS applications

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