Helpdesk Associate - L1 Technical Guidance
Job Description
Req ID: 316778
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Helpdesk Associate - L1 Technical Guidance to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).
Senior Associate is responsible to perform diagnostics, resolve problems, and implement corrective actions
when an end user has been unsuccessful working under the direction of the Level 1 Customer
Service Desk. Incidents that are not resolved at the RRT will be routed to the deskside support team for resolution or as per the KBA defined (for outside the scope of Deskside)- Resolve Incidents and Problems associated with End User Devices and End User Software, and provide break/fix support, advice, and assistance to Authorized Users. Associates would ultimately be responsible for resolving all Incidents and Problems associated with failure or degradation of Services related to End User Devices and End User Software.
- Contact the end user via phone to schedule the remote session call and coordinate with onsite assistance if required.
- Route / reassign calls to other levels of support, as required if miss-assignment occurs
Work with Level 2 and 3 Support staff and onsite vendors (as appropriate) to resolve Problems
and Service Requests.- Update the ITSM Tool fields upon successful resolution of the Incident.
- Utilize Providers remote tool to enable remote takeover sessions.
- Attempt to resolve certain Incident Types by remotely taking control of the End User Device,
- Utilize remote controls to manage and update desktop system Software, and to maintain
- Request end-user approval for remote takeover of system in support of incident resolution or
- Escalate repeat issues to the appropriate service organization to allow root cause analysis to be
- Work from office is mandatory.
About NTT DATA
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies.Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world.
NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com
NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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