Helpdesk Associate

Req ID 301250NTT 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 Associate - L2 technical guidance 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 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 RRT 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 RRT 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 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 DATANTT 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 atNTT DATA is an equal opportunity employer and considers all applicants without regarding to race color religion citizenship national origin ancestry age sex sexual orientation gender identity genetic information physical or mental disability veteran or marital status or any other characteristic protected by law We are committed to creating a diverse and inclusive environment for all employees If you need assistance or an accommodation due to a disability please inform your recruiter so that we may connect you with the appropriate team NTT Data