Helpdesk Associate - ITIL Job at NTT DATA (Noida)

Helpdesk Associate - ITIL

NTT DATA

Location:
India , Noida

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Helpdesk Associate - ITIL role at NTT DATA requires a graduate with 1-3 years of experience in technical support. The candidate should possess strong troubleshooting skills, particularly with Windows 11 and ITIL practices. Responsibilities include resolving customer issues, updating ITSM tools, and utilizing remote support tools. Excellent customer handling and communication skills are essential. This position is based in Noida, India, and requires working in rotational shifts.

Job Responsibility:

Perform diagnostics, resolve problems & route unresolvable issues to next level support
Answer L1 calls throughout the day with 80% of work utilization over calls
Update ITSM Tool fields upon successful resolution of the Incident
Utilize Provider’s remote tool to enable remote takeover sessions
Escalate repeat issues to the appropriate service organization

Requirements:

Graduate (preferably technical) with 1-3 years experience
Good comprehension & writing skills
Must possess excellent customer handling skills
Comfortable to work in rotational shift with 24x7 support window from office
Strong troubleshooting knowledge of Windows 11 and related applications, MS Office Suite/O365 and PC hardware etc.
Update the ITSM Tool fields upon successful resolution of the Incident
Utilize Provider’s remote tool to enable remote takeover sessions
Working knowledge of Active Directory (SD specific), MS Excel and other COTS applications etc.
Strong working knowledge on ITSM platforms (ServiceNow) and Telephony tools (Avaya, Cisco etc.)
Fair understanding of ITIL practices: Incident Management, Request Management, Change Management and Continual Service Improvement
Should possess good reporting and analytical skills
Escalate repeat issues to the appropriate service organization to allow root cause analysis to be performed and resolution to be driven

Additional Information:

Job Posted:
May 03, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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