Senior Service Desk - Technical Support

Job Description

Role Overview:As a Senior Service Desk - Technical Support at NTT DATA in Noida, Uttar Pradesh (IN-UP), India, your role involves advising and assisting users over the phone/chat/email to solve hardware, software, networks, and peripherals-related issues. You will be responsible for diagnosing, researching, and resolving user problems, documenting service requests, and dispatching orders to support groups for issue resolution. Additionally, you will provide guidance on IT policies, capabilities, and limitations to users to ensure maximum uptime.Key Responsibilities:- Manage customer interactions & record reported issues in the ITSM- Identify issues, apply fixes, and investigate root causes using internal instructions- Provide technical guidance in identifying, prioritizing, and resolving problems via telephone, email, and chat- Screen, refer, and diagnose internal inquiries and work requests related to PC maintenance- Act as a liaison between customers and departments within the organization to ensure timely resolution of on-line system problemsQualifications Required:- Ideally University education, preferably technical degree, or Microsoft certifications- Awareness of Microsoft Operating Systems local and Hybrid administration and Microsoft Office applications- Willingness to work from the office 5 days a week- Ability to analyze and solve problems through troubleshooting skills- Excellent communication and customer service skills- Fluency in English language- Flexibility to work in rotational shifts (24/7)About NTT DATA:NTT DATA is a global innovator of business and technology services with a commitment to helping clients innovate, optimize, and transform for long-term success. With diverse experts in over 50 countries and a strong partner ecosystem, NTT DATA offers business and technology consulting, data and artificial intelligence services, industry solutions, and digital infrastructure services. As a part of the NTT Group, NTT DATA invests significantly in R&D to support organizations and society in confidently transitioning into the digital future.(Note: Additional company details were not included in the provided job description) Role Overview:As a Senior Service Desk - Technical Support at NTT DATA in Noida, Uttar Pradesh (IN-UP), India, your role involves advising and assisting users over the phone/chat/email to solve hardware, software, networks, and peripherals-related issues. You will be responsible for diagnosing, researching, and resolving user problems, documenting service requests, and dispatching orders to support groups for issue resolution. Additionally, you will provide guidance on IT policies, capabilities, and limitations to users to ensure maximum uptime.Key Responsibilities:- Manage customer interactions & record reported issues in the ITSM- Identify issues, apply fixes, and investigate root causes using internal instructions- Provide technical guidance in identifying, prioritizing, and resolving problems via telephone, email, and chat- Screen, refer, and diagnose internal inquiries and work requests related to PC maintenance- Act as a liaison between customers and departments within the organization to ensure timely resolution of on-line system problemsQualifications Required:- Ideally University education, preferably technical degree, or Microsoft certifications- Awareness of Microsoft Operating Systems local and Hybrid administration and Microsoft Office applications- Willingness to work from the office 5 days a week- Ability to analyze and solve problems through troubleshooting skills- Excellent communication and customer service skills- Fluency in English language- Flexibility to work in rotational shifts (24/7)About NTT DATA:NTT DATA is a global innovator of business and technology services with a commitment to helping clients innovate, optimize, and transform for long-term success. With diverse experts in over 50 countries and a strong partner ecosystem, NTT DATA offers business and technology consulting, data and artificial intelligence services, industry solutions, and digital infrastructure services. As a part of the NTT Group, NTT DATA invests significantly in R&D to support organizations and society in confidently transitioning into the digital future.(Note: Additional company details were not included in the provided job description)

Keyskills :
Microsoft OfficeTroubleshootingCommunication SkillsCustomer ServiceEnglish language