IT Help Desk Analyst

Job Description

As a Team Lead / SME at NTT Data in Coimbatore location, your role involves assigning tickets to the resolutions team with accuracy, scheduling and balancing workload, coordinating tickets assigned to Resolution Teams, and ensuring timely closure within SLA. You will be responsible for effecting improvements and maintaining team quality metrics, monitoring trends using analytical skills, and reporting on team quality metrics. Additionally, you will focus on improving team technical, troubleshooting, process, and customer handling skills. As a point of contact for technical and non-technical customer escalations, you will assist Service Desk Manager and Team Leaders with Problem Management by monitoring trends and reporting on team quality metrics.Your key responsibilities will include:- Providing second-level technical support- Assigning incidents to the appropriate resolution team and tracking them through to completion- Using troubleshooting techniques and tools to identify technical defects/issues- Supporting customers throughout the problem resolution process, keeping them informed and updated- Logging and tracking details of solutions provided to resolve customer issues- Identifying coaching and training needs for first-level support and delivering improvements- Acting as an escalation point for first-level support and handling customer escalations- Adhering to documented daily quality metric processes- Analyzing and reporting on trends in team quality metrics and driving improvement actions- Maintaining expert knowledge of support tools, services, applications, and future industry products and technologies- Complying with schedule adherence to ensure overall service level targets are achieved- Identifying and providing input on unique or recurring customer problemsYour qualifications and skills should include:- Expert knowledge of supported tools, services, and applications- Expert knowledge of PC architecture/technology- Expert knowledge of NTTD and customer supplied applications- Expert knowledge of customer procedures- Expert knowledge and understanding of policies and procedures- Advanced ability to analyze and solve technical problems using troubleshooting skills- Excellent organizational, interpersonal, telephone, and customer handling skills- Excellent verbal and written communications in English- Advanced ability to handle stressful situations and deal professionally with irate customers- Ability to learn new products and technologies- Ability to identify performance & training gaps and recommend/implement solutions- Ability to mentor and coach AgentsIn terms of education and certification, you should have:- Certificate/Diploma in computing- PC Maintenance Certification (A)- MCP CertificationExperience required:- Minimum 3 to 5 years of experience in a similar role- Minimum 24 to 36 months in a Technical Support Associate 1, Dispatcher, or equivalent roleNTT Data is a leading IT services provider with a focus on delivering high-quality support to customers. Joining the team will give you the opportunity to enhance your technical skills, work with cutting-edge technologies, and contribute to the overall success of the organization. As a Team Lead / SME at NTT Data in Coimbatore location, your role involves assigning tickets to the resolutions team with accuracy, scheduling and balancing workload, coordinating tickets assigned to Resolution Teams, and ensuring timely closure within SLA. You will be responsible for effecting improvements and maintaining team quality metrics, monitoring trends using analytical skills, and reporting on team quality metrics. Additionally, you will focus on improving team technical, troubleshooting, process, and customer handling skills. As a point of contact for technical and non-technical customer escalations, you will assist Service Desk Manager and Team Leaders with Problem Management by monitoring trends and reporting on team quality metrics.Your key responsibilities will include:- Providing second-level technical support- Assigning incidents to the appropriate resolution team and tracking them through to completion- Using troubleshooting techniques and tools to identify technical defects/issues- Supporting customers throughout the problem resolution process, keeping them informed and updated- Logging and tracking details of solutions provided to resolve customer issues- Identifying coaching and training needs for first-level support and delivering improvements- Acting as an escalation point for first-level support and handling customer escalations- Adhering to documented daily quality metric processes- Analyzing and reporting on trends in team quality metrics and driving improvement actions- Maintaining expert knowledge of support tools, services, applications, and future industry products and technologies- Complying with schedule adherence to ensure overall service level targets are achieved- Identifying an

Keyskills :
technical supporttroubleshootingcustomer handlingproblem managementanalytical skillscoachingtraininginterpersonal skillsstress managementmentoringescalation handlingquality metrics analysisPC architectureNTTD applicationscustomer procedures