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NTT DATA
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Helpdesk Senior Associate - L2 technical guidance

Helpdesk Senior Associate - L2 technical guidance

NTT DATA

0 - 3 years

0 Lacs

noida uttar pradesh

Posted:1 day ago| Platform: Indeed logo

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Skills Required

data support troubleshooting configuration software itil management diagnostics resolve service schedule controls analysis technology consulting development ai accessibility transparency

Work Mode

Remote

Job Description

Req ID: 334546
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 Senior Associate - L2 technical guidance to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). Requirements -

Min 2-3 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.

Detailed roles and responsibilities:

RRT Associate is responsible to perform diagnostics, resolve problems, and implement corrective actions

when an end user has been unsuccessful working under the direction of the Level 1 Customer
Service Desk. Incidents that are not resolved at the RRT will be routed to the deskside support team 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, and

provide break/fix support, advice, and assistance to Authorized Users. Associates would ultimately
be responsible for resolving all Incidents and Problems associated with failure or degradation of Services related to End User Devices and End User Software.

Contact the end user via phone to schedule the remote session call and coordinate

with onsite assistance if required.

Route / reassign calls to other levels of support, as required if miss-assignment occurs

Work with Level 2 and 3 Support staff and onsite vendors (as appropriate) to resolve Problems
and Service Requests.

Update the ITSM Tool fields upon successful resolution of the Incident.
Utilize Provider's 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 User's system is accessible

Utilize remote controls to manage and update desktop system Software, and to maintain

configuration of systems and applications.

Request end-user approval for remote takeover of system in support of incident resolution or

request fulfillment

Escalate repeat issues to the appropriate service organization to allow root cause analysis to be

performed and resolution to be driven.
About NTT DATA
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us. NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.

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Helpdesk Senior Associate - L2 technical guidance