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Helpdesk Senior Associate

1 month ago

Gurugram, India NTT DATA Full time

Job Description

Experience 3-4 years of relevant experience
Office Time 
8:00 AM – 5:30 PM, Sunday-Saturday. Rotational support (Female)
24X6 – Sunday (11:00PM-Saturday 11:PM) – Rotational Support (Male) – Weekly ComOff will be applicable 

Skills and 
Responsibility 
Service desk experience in providing telephonic/remote support to customers 
Excellent communication and email writing skill
Managing the central mailbox and addressing the user queries
Track the incidents to conclusion in line with SLAs and quality standards 
Good knowledge of IT operations, in particular IT operational processes and in this team
Strong knowledge on windows servers and client OS
Good knowledge on active directory & domain policies
Knowledge on exchange\O365 environment\Resolving windows & application problems 
Working experience in any ticketing tool (Remedy, Service Now, SUMMIT etc.)
Solution focused, constructive, self-managed attitude
Willingness to take ownership for the work of the team
Properly escalate unresolved issues to appropriate internal teams/Vendor
Problems/Issues/Defects Analysis skill
Conscious use of assertive, diplomatic, and customer-oriented communication style
Good working experience in word, excel and PowerPoint
Work closely with 2nd line manager and other 1st line managers to set clear and measurable 
objectives for the team 
Certifications MCSE/MCPIT/Other server related certifications, ITIL trained is a plus
Qualifications Diploma or graduate degree, technical college, or some college

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