NTT

2 months ago

Helpdesk Senior Associate-ITSM

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 20 hours agoStatus: Live

Job Summary

Provide L2 support for incident and request resolution across phone, email, and chat, serving as a liaison between customers and client infrastructure teams. Diagnose, research, isolate, and resolve technical issues with strong troubleshooting of Windows, PC hardware, Internet Explorer, MS Office, and COTS applications. Apply ITIL best practices for incident and request management, with follow-up to ensure resolution. Work rotational shifts supporting 24x7 operations.

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.
•Perform recognition, research, isolation, resolution, and follow-up steps for incidents.
•Act as a liaison between customers and departments within the client infrastructure.
•Troubleshoot issues across MS Windows, PC hardware, Internet Explorer, MS Office, and COTS applications.
•Apply ITIL best practices for incident and request management procedures.

Key Requirements

•Graduate qualification (B.Tech/B.E or other technical degree preferred).
•1 year of international calling experience with good communication skills.
•Strong comprehension and writing skills.
•Excellent customer handling skills.
•Comfortable working in rotational shifts supporting a 24x7 support window.

Education:Bachelor's

Skills:CommunicationComprehensionWritingCustomer handlingTroubleshootingLiaisonTime-shift readiness

Tech Stack:ITSMITILIncident managementRequest managementWindowsPC 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

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

NTT