Itsm Helpdesk Associate

5 days ago

Chennai Tamil Nadu, India NTT DATA Full time

**Req ID**: 316047

We are currently seeking a ITSM Helpdesk Associate to join our team in Chennai, Tamil Nādu (IN-TN), India (IN).
- Coordination with customers and other stakeholders to obtain required information and facilitate request for change processing
- Data collection and analysis
- Adherence to standardized documentation requirements and procedures
- Manages change requests, ensuring changes follow defined process and comply with requirements
- Assists in the review of schedule of changes to identify time, conflicts, and risks associated with requested change
- Assists in the monitoring, review, and approval of change requests to ensure they meet the established completion criteria and processes
- Maintain change log, change schedule, history, and documentation for network changes utilizing authorized tracking and documentation tools
- Represents the changes in CAB meetings to get the changes approved
- Work in a fast-paced environment with ability to turn items around in a quick manner
- Perform, oversee, and maintain a high volume of change tickets and their status on a daily basis
- Liaise with all necessary parties to coordinate change approvals
- Maintains procedures, policies and other documentation relating to Change Management, making use of the knowledgebase module within ServiceNow.
- Ensures defined change management processes are adhered to and where appropriate implements options to address non-conformance
- Produce reports related to Change Requests on a daily basis

**Requirement**:

- Must have a minimum of 2 years of professional experience
- Experience in ITSM tool, Service Now experience would be a plus
- Excellent communication skills
- Basic understanding of networks and devices
- Bachelor's degree or equivalent experience
- ITIL Foundation Certification would be a plus
- Ability to understand and adhere to policies, processes, and procedures
- Demonstrated self-starter with ability to independently resolve problems
- Ability to maintain a professional and courteous manner in difficult situations
- Ability to maintain high quality work to manage multiple critical projects
- Ability to perform and participate in a team oriented environment
- Ability to communicate effectively with a diverse group of users, both oral and written
- Excellent customer service skills and demeanor
- Flexible to work in 24/7 environment

**About NTT DATA

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