Role Summary
NTT DATA Services is looking for a proactive Helpdesk Associate - ITIL to join our global service desk operations team on-site in Noida. In this role, you will act as the first point of contact delivering technical support and guidance to end-users across hardware, operating systems, and enterprise productivity software. You will handle incident logging, issue diagnosis, and ticket escalation within an ITIL-aligned service framework, supporting user onboarding and driving prompt resolution across a 24/7 rotational operational environment.
Key Responsibilities
- End-User Technical Support: Provide front-line IT support to internal and external business users, troubleshooting hardware, software, network, and application issues.
- Incident & Ticket Management: Log, triage, categorize, and escalate incidents and service requests in ticketing tools according to defined ITIL service level agreements (SLAs).
- User Onboarding & Provisioning: Support IT onboarding workflows, system configuration, access setup, and standard deployment tasks for new hires.
- Cross-Functional Collaboration: Partner with Tier-2/Tier-3 infrastructure and application support teams on system testing, patch deployments, and routine maintenance tasks.
- Process Continuous Improvement: Identify recurrent user pain points, recommend knowledge-base updates, and propose automation improvements to streamline service desk workflows.
Key Qualifications
- Education: Bachelor's degree in Computer Science, Information Technology, Computer Applications, or an equivalent discipline.
- Experience: 0 to 3 years of hands-on experience in an IT service desk, technical helpdesk, or customer support environment.
- Core Stack: Solid troubleshooting knowledge of Windows 10/11, macOS, mobile platforms (iOS/Android), Microsoft 365, Google Workspace, and ITIL incident handling processes.
- Nice to Have: ITIL Foundation certification, familiarity with enterprise ITSM platforms (such as ServiceNow), and basic user administration in Active Directory.
- Work Schedule & Availability: Flexibility to work on-site in a 24/7 rotational shift pattern, including rotational week-offs.
- Professional Competencies: Exceptional verbal and written English communication, customer-centric mindset, and sharp problem-solving skills under time-sensitive scenarios.
About NTT DATA
NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100 with world-class capabilities in enterprise AI, digital infrastructure, cloud, security, and global application services.