Helpdesk Senior Associate - ITSM

Req ID: 388355 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Helpdesk Senior Associate-ITSM to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

•   Senior Associate is responsible to perform diagnostics, resolve problems, and implement corrective actions when an end user has been unsuccessful working under the direction of the Level 1 Customer Service Desk. Incidents that are not resolved at the Desk will be routed to the site support team for resolution or as per the KBA defined.
•    Resolve Incidents and Problems associated with End User Devices and End User Software, and provide break/fix support, advice, and assistance to Authorized Users. Associate would ultimately be responsible for resolving all Incidents and Problems associated with failure or degradation of Services related to End User Devices and End User Software.
•    Contact the end user via phone to schedule the remote session call and coordinate with onsite assistance if required.
•    Route / reassign calls to other levels of support, as required if miss-assignment occurs. Work with Level 2 and 3 Support staff and onsite vendors (as appropriate) to resolve Incidents /Problems and Service Requests.
•    Update the ITSM Tool fields upon successful resolution of the Incident.
•    Utilize Provider’s remote tool to enable remote takeover sessions.
•    Attempt to resolve certain Incident Types by remotely taking control of the End User Device, provided the End User’s system is accessible
•    Utilize remote controls to manage and update desktop system Software, and to maintain configuration of systems and applications.
•    Request end-user approval for remote takeover of system in support of incident resolution or request fulfillment
•    Escalate repeat issues to the appropriate service organization to allow root cause analysis to be performed and resolution to be driven.
•    Work from Office is always mandatory.
•   Senior Associate is responsible to perform diagnostics, resolve problems, and implement corrective actions when an end user has been unsuccessful working under the direction of the Level 1 Customer Service Desk. Incidents that are not resolved at the Desk will be routed to the site support team for resolution or as per the KBA defined.
•    Resolve Incidents and Problems associated with End User Devices and End User Software, and provide break/fix support, advice, and assistance to Authorized Users. Associate would ultimately be responsible for resolving all Incidents and Problems associated with failure or degradation of Services related to End User Devices and End User Software.
•    Contact the end user via phone to schedule the remote session call and coordinate with onsite assistance if required.
•    Route / reassign calls to other levels of support, as required if miss-assignment occurs. Work with Level 2 and 3 Support staff and onsite vendors (as appropriate) to resolve Incidents /Problems and Service Requests.
•    Update the ITSM Tool fields upon successful resolution of the Incident.
•    Utilize Provider’s remote tool to enable remote takeover sessions.
•    Attempt to resolve certain Incident Types by remotely taking control of the End User Device, provided the End User’s system is accessible
•    Utilize remote controls to manage and update desktop system Software, and to maintain configuration of systems and applications.
•    Request end-user approval for remote takeover of system in support of incident resolution or request fulfillment
•    Escalate repeat issues to the appropriate service organization to allow root cause analysis to be performed and resolution to be driven.
•    Work from Office is always mandatory. 
•    This role requires back to back L1 Inbound call handling throughout the day.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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