Helpdesk Senior Associate

As a Helpdesk Senior Associate - L2 technical guidance at NTT DATA in Noida, Uttar Pradesh (IN-UP), India (IN), your role involves providing technical support to end users by diagnosing and resolving problems related to system configuration, software, and COTS applications. You will work under the direction of the Level 1 Customer Service Desk and escalate unresolved incidents to the deskside support team or follow the defined KBA process. Your responsibilities include: - Performing diagnostics, resolving problems, and implementing corrective actions for end users - Resolving incidents and problems associated with end user devices and software - Contacting end users via phone to schedule remote session calls and coordinating with onsite assistance if required - Routing/reassigning calls to other levels of support as necessary - Collaborating with Level 2 and 3 support staff and onsite vendors to resolve problems and service requests - Updating ITSM Tool fields upon successful resolution of incidents - Utilizing remote tools for remote takeover sessions and resolving incident types remotely - Managing and updating desktop system software and maintaining system configurations - Requesting end-user approval for remote takeover of systems to support incident resolution or request fulfillment - Escalating repeat issues to the appropriate service organization for root cause analysis and resolution 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 for long-term success, NTT DATA has diverse experts in over 50 countries. With services including business and technology consulting, data and artificial intelligence, industry solutions, and digital infrastructure, NTT DATA is a leading provider in the digital and AI space. As part of the NTT Group, a major investor in R&D, NTT DATA is dedicated to supporting organizations and society in confidently navigating the digital future. Visit us at us.nttdata.com.,