Helpdesk Senior Associate

Req ID 346977 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 - ITIL 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 10 and 11 Knowledge of identifying and troubleshooting issues related to System Configuration Software COTS applications 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 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 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 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 and talent nttdataservices com email addresses If you are requested to provide payment or disclose banking information please submit a contact us form NTT DATA endeavors to make accessible to any and all users If you would like to contact us regarding the accessibility of our website or need assistance completing the application process please contact us at This contact information is for accommodation requests only and cannot be used to inquire about the status of applications NTT DATA is an equal opportunity employer Qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or protected veteran status For our EEO Policy Statement please click If you d like more information on your EEO rights under the law please click For Pay Transparency information please click