Helpdesk Analyst

Job Description

The Helpdesk Analyst - ITIL position at NTT DATA requires a minimum of 12 months experience in technical support. The role involves providing second-level support, managing ticket assignments, and ensuring customer satisfaction. Candidates should have relevant certifications such as A+ and MCP. Strong analytical and communication skills are essential. This is a full-time position based in Coimbatore, Tamil Nadu, with an immediate start.

Job Responsibility

Assigning tickets to resolutions team and ensuring accuracy of all aspects ticket assignment for the team
Scheduling and workload balancing for the team
Co-ordination of tickets assigned to Resolution Teams, ensuring that all cases are closed within SLA
Effecting improvements and maintaining team quality metrics at the required level
Using analytical skills to monitor trends and report on team quality metrics
Continued improvement in team technical, troubleshooting, process and customer handling skills
Acting as a point of contact for both technical and non-technical customer escalations
Assisting Service Desk Manager and Team Leaders with Problem Management by using analytical skills to monitor trends and report on team quality metrics
Provides second-level technical support
Assigns incidents to appropriate resolution team and tracks through to completion
Uses troubleshooting techniques and tools to identify technical defects/issues
Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident
Clearly and concisely logs and tracks details of solutions provided to resolve customer issue, maintaining and updating appropriate databases
Consistently performs to set targets
Identifies first-level support coaching and training needs, prioritises and delivers improvements
Acts as escalation point for first-level support
Handles customer escalations and is responsible for team customer satisfaction targets
Adheres to documented daily quality metric processes
Analyses and reports on trends in team quality metrics, identifying and driving improvement actions
Maintains expert knowledge of support tools/services/applications along with future industry products and technologies
Complies with schedule adherence to ensure overall service level targets are achieved
Identifies and provides input on unique or recurring customer problems

Requirements

Minimum 12 months experience in a similar role
Minimum 12 - 18 months in a Technical Support Associate 1, Dispatcher or equivalent role
Certificate/Diploma in computing
PC Maintenance Certification (A+)
MCP Certification
Expert knowledge of supported tools, services and applications
Expert knowledge of PC architecture/technology
Expert knowledge of NTTD and customer supplied applications
Expert knowledge of customer procedures
Expert knowledge and understanding of policies and procedures
Advanced ability to analyse and solve technical problems
Expert knowledge of on-line tools
Excellent organizational skills
Excellent interpersonal skills
Excellent telephone and customer handling skills
Excellent verbal and written communications in English
Advanced ability to handle stressful situations
Advanced ability to deal professionally with irate customers
Ability to learn new products and technologies
Ability to identify performance & training gaps and recommend/implement solutions
Ability to mentor and coach Agents

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Helpdesk Analyst - ITIL

Job Description

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