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NTT DATA, Inc.
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Helpdesk Associate - Technical Troubleshooting

Helpdesk Associate - Technical Troubleshooting

NTT DATA, Inc.

1 - 3 years

2 - 4 Lacs

noida

Posted:22 hours ago| Platform:

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Skills Required

technical support service desk incident management ms office suite troubleshooting c++ customer service system software problem management root cause analysis helpdesk artificial intelligence end user java itsm technology consulting itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Req ID: 339520
NTT 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 - Technical Troubleshooting to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). Requirements Min 1-3 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. Work from Office, 24X7 rotational shift with two week offs.Detailed roles and responsibilities: Associate is responsible to perform diagnostics, resolve problems, and implement corrective actionswhen an end user has been unsuccessful working under the direction of the Level 1 CustomerService Desk. Incidents that are not resolved at the L1 will be routed to the deskside supportteam 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, andprovide break/fix support, advice, and assistance to Authorized Users. Associates would ultimatelybe responsible for resolving all Incidents and Problems associated with failure or degradation ofServices related to End User Devices and End User Software. Contact the end user via phone to schedule the remote session call and coordinatewith onsite assistance if required. Route / reassign calls to other levels of support, as required if miss-assignment occursWork with Level 2 and 3 Support staff and onsite vendors (as appropriate) to resolve Problemsand Service Requests. Update the ITSM Tool fields upon successful resolution of the Incident. Utilize Providers 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 Users system is accessible Utilize remote controls to manage and update desktop system Software, and to maintainconfiguration of systems and applications. Request end-user approval for remote takeover of system in support of incident resolution orrequest fulfillment Escalate repeat issues to the appropriate service organization to allow root cause analysis to beperformed and resolution to be driven.

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Helpdesk Associate - Technical Troubleshooting