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NTT DATA Logo NTT DATA · IT - Administration

Helpdesk Associate - ITIL

India, Bengaluru Employment contract · Job Posted February 13, 2026
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Job Description

The Helpdesk Associate - ITIL role involves providing technical support to users, diagnosing issues, and ensuring timely resolution of problems. The Service Desk Senior/Associate advises and assists users over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures.

Job Responsibility

  • Answers the customers' contacts via agreed channels and record reported issues
  • Identifies issues, apply fixes and investigate root causes using processes & industry knowledge
  • Provides technical guidance in activities associated with identifying, prioritizing and resolving problems by telephone and e-mail
  • Screens, refers, and diagnoses internal inquiries and work requests relating to PC maintenance
  • Acts as coach & an escalation point for less experienced colleagues
  • Manages customer interactions & records reported issues in the ITSM
  • Screens, refers and diagnoses internal inquiries and work requests relating to PC maintenance
  • Participates in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner

Requirements

  • University education, preferably technical degree or Microsoft certifications
  • Experience working on Microsoft Operating Systems local & Hybrid (Office and Remote) administration
  • Experience with Microsoft Office family applications
  • Experience of providing Hybrid (Office and Remote) IT support
  • Excellent communication and customer service skills
  • Fluency in English language
  • Flexibility to work in rotational shifts and WeekOffs

Nice to have

  • Awareness of Microsoft Operating Systems local and Hybrid (Office and Remote) administration and Microsoft Office family applications
  • Experience of providing Hybrid (Office and Remote) IT support is an advantage
  • Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills

What we offer

  • Comprehensive, locally competitive benefits package
  • Working for a top 5 company in the industry worldwide
  • Company culture focused on the employee wellbeing
  • The opportunity to grow a career in Monitoring/Infrastructure
  • Learning & Development platforms
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