Helpdesk Associate - ITIL

NTT
Coimbatore
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Communication","Customer handling","Troubleshooting","Comprehension","Writing"]

Provide L1 support for reported IT issues using phone, email, and chat, handling diagnosis, troubleshooting, resolution, and follow-up. Act as a liaison between customers and Client Infrastructure teams, applying ITIL best practices for incident and request management. Use strong knowledge of Windows, PC hardware, Internet Explorer, and MS Office/COTS applications to resolve problems while delivering excellent customer handling skills in a 24x7 rotational shift environment.

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FursaFursa
NTT
NTT
2 weeks ago

Helpdesk Associate - ITIL

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Provide L1 support for reported IT issues using phone, email, and chat, handling diagnosis, troubleshooting, resolution, and follow-up. Act as a liaison between customers and Client Infrastructure teams, applying ITIL best practices for incident and request management. Use strong knowledge of Windows, PC hardware, Internet Explorer, and MS Office/COTS applications to resolve problems while delivering excellent customer handling skills in a 24x7 rotational shift environment.
Location: Coimbatore
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Provide L1 technical guidance to identify, prioritize, and resolve reported problems via phone, email, and chat.
  • •Perform recognition, research, isolation, resolution, and follow-up steps for reported issues.
  • •Act as a liaison between customers and departments within the Client Infrastructure.
  • •Apply ITIL best practices for incident and request management procedures.
  • •Support 24x7 services comfortably by working in rotational shifts.

Key Requirements

  • •Provide L1 technical guidance and handle reported problems through phone, email, and chat.
  • •Troubleshoot using strong knowledge of MS Windows, PC hardware, Internet Explorer, MS Office, and COTS applications.
  • •Apply ITIL best practices for incident and request management procedures.
  • •Must be a graduate (B.Tech/B.E or other technical degree preferred).
  • •Good communication, comprehension, and writing skills with 1 year of international calling experience, plus excellent customer handling skills.
Education:Bachelor's
Skills:CommunicationCustomer handlingTroubleshootingComprehensionWriting
Tech Stack:ITILIncident ManagementRequest ManagementMS WindowsPC HardwareInternet ExplorerMS OfficeCOTS applicationsPhoneEmailChat

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