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Helpdesk Senior Associate-ITSM

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NTT DATA

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Location:
India , Bangalore

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Helpdesk Senior Associate - ITSM role involves providing technical support to users, diagnosing issues, and ensuring maximum uptime in a hybrid work environment. 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. Screens, diagnoses, research, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users.

Job Responsibility:

  • Manages customer interactions & records reported issues in the ITSM
  • Identifies issues, apply fixes and investigate root causes using internal instructions
  • 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
  • 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
  • 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
  • Excellent communication and customer service skills
  • Fluency in English language
  • Flexibility to work shifts if required

Nice to have:

Experience of providing Hybrid (Office and Remote) IT support is an advantage

What we offer:

Competitive Salary & Benefits

Additional Information:

Job Posted:
March 13, 2026

Work Type:
Hybrid work
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