Helpdesk Senior Associate-ITSM

NTT
Bengaluru
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Customer handling","Troubleshooting","Incident management","Request management"]

Provide L2 helpdesk support for incident and request management, resolving customer-reported issues through phone, email, and chat. Act as a liaison between clients and internal infrastructure teams, using strong troubleshooting of Windows, PC hardware, Internet Explorer, MS Office, and COTS applications. Apply ITIL best practices for incident/request workflows and perform recognition, research, isolation, resolution, and follow-up while supporting 24x7 rotational shifts.

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FursaFursa
NTT
NTT
6 days ago

Helpdesk Senior Associate-ITSM

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Provide L2 helpdesk support for incident and request management, resolving customer-reported issues through phone, email, and chat. Act as a liaison between clients and internal infrastructure teams, using strong troubleshooting of Windows, PC hardware, Internet Explorer, MS Office, and COTS applications. Apply ITIL best practices for incident/request workflows and perform recognition, research, isolation, resolution, and follow-up while supporting 24x7 rotational shifts.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide L2 technical guidance to identify, prioritize, and resolve reported problems via phone, email, and chat.
  • •Execute recognition, research, isolation, resolution, and follow-up steps for incidents and requests.
  • •Act as a liaison between customers and departments within the Client Infrastructure.
  • •Apply ITIL best practices for Incident and Request Management procedures.
  • •Use troubleshooting knowledge across MS Windows, PC hardware, Internet Explorer, MS Office, and COTS applications to restore service.

Key Requirements

  • •Work as an L2 helpdesk associate within ITSM/Service Desk (Grade-4 helpdesk associate level).
  • •Graduate degree required; B.Tech/B.E or other technical degree preferred.
  • •1 year of international calling experience with strong communication, comprehension, and writing skills.
  • •Excellent customer handling skills and comfort working in rotational shifts for a 24x7 support window.
  • •Strong troubleshooting knowledge of MS Windows, PC hardware, Internet Explorer, MS Office, and COTS applications; familiarity with ITIL incident and request management best practices.
Education:
Skills:CommunicationCustomer handlingTroubleshootingIncident managementRequest management
Tech Stack:ITSMITILIncident ManagementRequest ManagementMS WindowsPC HardwareInternet ExplorerMS OfficeCOTSPhoneEmailChat

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