Helpdesk Associate
6 months ago
Requirements
- Min 1-3 years of relevant experience in a technical support role & 12 months on the current grade
- Working Knowledge of Operating Systems such as Windows 7 & 10
- Working knowledge of MS Office suite & Skype for business
- Fair understanding of ITIL practices in Incident Management, Request Management & Problem Management.
Detailed roles and responsibilities:
- 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 L1 will be routed to the deskside support
team for resolution or as per the KBA defined (for outside the scope of Deskside)
- Resolve Incidents and Problems associated with End User Devices and End User Software, and
provide break/fix support, advice, and assistance to Authorized Users. Associates 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 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
- 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.Requirements
- Min 1-3 years of relevant experience in a technical support role & 12 months on the current grade
- Working Knowledge of Operating Systems such as Windows 7 & 10
- Working knowledge of MS Office suite & Skype for business
- Fair understanding of ITIL practices in Incident Management, Request Management & Problem Management.
Detailed roles and responsibilities:
- 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 L1 will be routed to the deskside support
team for resolution or as per the KBA defined (for outside the scope of Deskside)
- Resolve Incidents and Problems associated with End User Devices and End User Software, and
provide break/fix support, advice, and assistance to Authorized Users. Associates 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 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
- 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.
-
Helpdesk Associate
7 months ago
Noida, Uttar Pradesh, India NTT DATA Full timeTypically, the associate level participates in a supportive role by acting as a liaison between customers & departments within the Client Infrastructure. **Basic Qualifications**: Helpdesk Associate at Grade-4 position in Service Desk Must be a Graduate. Good communication skills with 6+ months of international calling experience Good comprehension &...
-
Helpdesk Associate
7 months ago
Noida, Uttar Pradesh, India NTT DATA Full time**Requirements**: - Helpdesk Associate at Grade-4 position in Service Desk - Must be a Graduate. - Good communication skills with international calling experience - Good comprehension & writing skills - Must possess excellent customer handling skills - Should be comfortable to work in rotational shift with 24x7 support window Job description: - Typically,...
-
Helpdesk Associate
6 months ago
Noida, Uttar Pradesh, India NTT DATA Full time**Requirements**: - Helpdesk Associate at Grade-5 position in Service Desk - Must be a Graduate. - Good communication skills with international calling experience - Good comprehension & writing skills - Must possess excellent customer handling skills - Should be comfortable to work in rotational shift with 24x7 support window - 10 Hours of shift Job...
-
Helpdesk Associate
3 months ago
Noida, Uttar Pradesh, India NTT DATA Full time**Req ID**: 291849 We are currently seeking a Helpdesk Associate to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). Job description: - Typically, the associate level participates in a supportive role by acting as a liaison between customers & departments within the Client Infrastructure. **About NTT DATA Services** **NTT DATA Services is an...
-
Helpdesk Associate
6 months ago
Noida, Uttar Pradesh, India NTT DATA Full timeHelpdesk Associate is responsible to perform diagnostics, resolve problems, and implement corrective actions Service Desk. Incidents that are not resolved at the Desk will be routed to the RRT support team for resolution or as per the KBA defined (for outside the scope of Deskside) - Resolve Incidents and Problems associated with End User Devices and End...
-
Helpdesk Associate
6 months ago
Noida, Uttar Pradesh, India NTT DATA Full time**Req ID**: 281112 We are currently seeking a Helpdesk Associate to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). Requirements - Min 2-3 years of relevant experience in a technical support role & 12 months on the current grade - Working Knowledge of Operating Systems such as Windows 7 & 10 - Working knowledge of MS Office suite & Skype for...
-
Helpdesk Associate
3 months ago
Noida, Uttar Pradesh, India NTT DATA Full time**Req ID**: 282318 We are currently seeking a Helpdesk Associate to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). Requirements -- Min 1-3 years of relevant experience in a technical support role & 12 months on the current grade - Working Knowledge of Operating Systems such as Windows 7 & 10 - Working knowledge of MS Office suite & Skype for...
-
Helpdesk Associate
6 months ago
Noida, India Hashmap Full timeAt NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we...
-
Helpdesk Associate
6 months ago
Noida, India NTT DATA Full timeAt NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company's growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure...
-
Helpdesk Associate
6 months ago
Noida, India Hashmap Full timeAt NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we...
-
Helpdesk Associate
6 months ago
Noida, India Hashmap Full time**Requirements**: - Helpdesk Associate at Grade-5 position in Service Desk - Must be a Graduate. - Good communication skills with international calling experience - Good comprehension & writing skills - Must possess excellent customer handling skills Should be comfortable to work in rotational shift with 24x7 support window Job description: - Typically,...
-
Helpdesk Associate
6 months ago
Noida, India Hashmap Full time**Requirements**: - Helpdesk Associate at Grade-5 position in Service Desk - Must be a Graduate. - Good communication skills with international calling experience - Good comprehension & writing skills - Must possess excellent customer handling skills - Should be comfortable to work in rotational shift with 24x7 support window 10 Hours of shift Job...
-
Helpdesk Associate
6 months ago
Noida, India Hashmap Full timeTypically, the associate level participates in a supportive role by acting as a liaison between customers & departments within the Client Infrastructure. Basic Qualifications: Helpdesk Senior Associate at Grade-5 position in Service Desk Must be a Graduate. Good communication skills with 6+ months of international calling experience Good comprehension &...
-
Helpdesk Associate
2 months ago
Noida, Uttar Pradesh, India NTT DATA Full time**Req ID**: 299259 We are currently seeking a Helpdesk Associate - ITIL to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). "Live dashboard monitoring, reporting & workflow allocation Quality analysis on agreed aspects Trending and in-depth anlysis on service delivery components Management Information Presentations Acts as coach & an escalation...
-
Helpdesk Associate
7 months ago
Noida, India NTT DATA Full time**Requirements**: - Helpdesk Associate at Grade-5 position in Service Desk - Must be a Graduate. - Good communication skills with international calling experience - Good comprehension & writing skills - Must possess excellent customer handling skills - Should be comfortable to work in rotational shift with 24x7 support window
-
Helpdesk Associate
8 months ago
Noida, India Hashmap Full timeAt NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we...
-
Helpdesk Associate
8 months ago
Noida, India NTT DATA Full timeAt NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company's growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure...
-
Helpdesk Associate
8 months ago
Noida, India NTT DATA Full timeAt NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company's growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure...
-
Helpdesk Associate
8 months ago
Noida, India Hashmap Full timeAt NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we...
-
Helpdesk Associate
8 months ago
Noida, India Hashmap Full timeAt NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we...