Field Tech Senior Analyst

As a Field Tech Senior Analyst at NTT DATA in Bangalore, Karnataka, India, your role involves various responsibilities and requirements. **Role Overview:** You will be responsible for scheduling, dispatching, and coordinating activities to ensure smooth operations in providing IT support services. Additionally, you will act as an escalation point for onsite technicians, handle customer inquiries, maintain documentation, and ensure service quality standards are met. **Key Responsibilities:** - Create daily schedules for technicians and assign tasks based on priorities - Maintain constant communication with field staff and service teams - Act as an escalation point for complex technical issues and provide guidance to onsite technicians - Handle customer inquiries, requests, and complaints related to service delivery - Maintain and update ITSM records in a timely manner - Provide contingency support for emergency responses - Ensure services meet quality and ITIL standards - Assist in the escalation management of field issues **Qualifications Required:** - 4-6 years of experience in EUC Support on Windows, Office & Desktop \ Laptop Hardware - Experience in an ITIL Process Based Environment - Hands-on experience with ITSM Tools like Service Now, Remedy, etc - Experience in supporting 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 a 24X7 Shift Based Environment NTT DATA is a global innovator of business and technology services, serving 75% of the Fortune Global 100. Committed to helping clients innovate, optimize, and transform, NTT DATA offers diverse expertise in more than 50 countries. If you join NTT DATA, you will be part of a team dedicated to helping organizations move confidently into the digital future.,