Field Tech Senior Analyst

Job Description Req ID:319326 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 Field Tech Senior Analyst to join our team in Bangalore, Karntaka (IN-KA), India (IN). Roles and Responsibilities: - Scheduling and Dispatching: Create daily schedules for technicians and work with Internal / Partner teams to ensure activities per SLA. Assign tasks, tickets and work orders to appropriate personnel based on availability and priorities. Ensure that the right resources are deployed for each task - Communication: Maintain constant communication with field staff, and service teams - Technical: Act as an escalation point of contact for Onsite Technicians and guide to resolution on complex issues in End User Support. Relay real-time information, instructions, and updates to ensure smooth operations - Customer Service: Handle customer inquiries, requests, and complaints related to delivery of services. Provide customers with accurate information about resolution times and updates and engage the right personnel to ensure resolution - Documentation and Record-Keeping: Maintain & Update ITSM Records in a timely manner. Verify and record completed tasks and service reports - Emergency Response: Provide contingency support to help resolve issues on priority. Coordinate emergency responses to address unexpected situations - Quality Assurance: Ensure that services meet quality and ITIL standards. To ensure that contractual metrices like SLAs and KPIs are met, review IT contractual service catalogues to ensure that services are delivered in line with scope - Escalation Management: Assists in escalation management of issues raised in the field. Requirements: - 4-6 years of experience in EUC Support on Windows, Office & Desktop Laptop Hardware - Experience in ITIL Process Based Environment - Hands-on experience with ITSM Tools like Service Now, Remedy etc - Has supported a team delivering IT Services in remote operations - Excellent written & spoken English skills - Exposure to Vendor Management and Infrastructure Change Requests is an added plus - Required to work in 24X7 Shift Based Environment About NTT DATA NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at 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.