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Helpdesk Senior Representative - ITIL

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NTT DATA

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Location:
India , Bengaluru

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

Not provided
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Job Description:

The Helpdesk Senior Representative role at NTT DATA involves providing technical support to users, resolving issues related to hardware, software, and networks. The Helpdesk Senior Representative 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:

  • 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
  • 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:

  • Ideally University education, preferably technical degree or Microsoft certifications
  • Excellent communication and customer service skills
  • Awareness of Microsoft Operating Systems local and Hybrid (Office and Remote) administration and Microsoft Office family applications
  • Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills
  • Fluency in English language
  • Flexibility to work shifts if required
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

Additional Information:

Job Posted:
March 01, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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