Helpdesk Associate

2 weeks ago

Bengaluru, Karnataka, India NTT DATA, Inc. Full time ₹ 8,00,000 - ₹ 12,00,000 per year
  • 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

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