Helpdesk Associate - ITIL

NTT
Coimbatore
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Customer handling","Troubleshooting","Research","Written communication"]

Provide L2 support for reported incidents and requests by handling issue identification, prioritization, troubleshooting, resolution, and follow-up via phone, email, and chat. Act as a liaison between customers and client infrastructure departments, using strong diagnostics across MS Windows, PC hardware, Internet Explorer, MS Office, and COTS applications. Follow ITIL best practices for incident and request management and work rotational shifts within a 24x7 support window.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
NTT
NTT
2 weeks ago

Helpdesk Associate - ITIL

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Provide L2 support for reported incidents and requests by handling issue identification, prioritization, troubleshooting, resolution, and follow-up via phone, email, and chat. Act as a liaison between customers and client infrastructure departments, using strong diagnostics across MS Windows, PC hardware, Internet Explorer, MS Office, and COTS applications. Follow ITIL best practices for incident and request management and work rotational shifts within a 24x7 support window.
Location: Coimbatore
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Provide L2 technical guidance to identify, prioritize, troubleshoot, resolve, and follow up on reported problems via phone, email, and chat.
  • •Recognize issues, perform research and isolation steps, and drive resolutions following established procedures.
  • •Act as a liaison between customers and client infrastructure departments for associate-level support.
  • •Apply strong troubleshooting knowledge across MS Windows, PC hardware, Internet Explorer, MS Office, and COTS applications.
  • •Follow ITIL best practices around Incident and Request Management procedures.

Key Requirements

  • •Grade-4 Helpdesk Associate position in the Service Desk, and must be a graduate.
  • •B.Tech/B.E or other technical degree preferred.
  • •Strong communication skills with 1 year of international calling experience.
  • •Strong comprehension and writing skills.
  • •Excellent customer handling skills and comfort with rotational shifts for a 24x7 support window.
Skills:CommunicationCustomer handlingTroubleshootingResearchWritten communication
Tech Stack:ITILIncident ManagementRequest ManagementMS WindowsPC HardwareInternet ExplorerMS OfficeCOTS applicationsPhone supportEmail supportChat support

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