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Helpdesk Analyst - ITIL at NTT DATA

Coimbatore, tamil nadu, India -

Full Time

Start Date

Immediate

Expiry Date

15 Apr, 26

Salary

0.0

Posted On

15 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ITIL, Analytical Skills, Troubleshooting, Customer Handling, Communication, Stress Management, Problem Solving, Mentoring, Coaching, Technical Learning, Workload Balancing, Ticket Assignment, Quality Metrics, Process Improvement, Team Coordination, Performance Identification

Industry

IT Services and IT Consulting

Description

Responsible for assigning tickets to resolutions team and ensuring accuracy of all aspects ticket assignment for the team Responsible for scheduling and workload balancing for the team Responsible for co-ordination of tickets assigned to Resolution Teams; ensuring that all cases are closed within SLA. Responsible for effecting improvements and maintaining team quality metrics at the required level. Responsible for the continued improvement in team technical, troubleshooting, process and customer handling skills. Assists Service Desk Manager and Team Leaders with Problem Management by using analytical skills to monitor trends and report on team quality metrics . Ø Expert knowledge of supported tools, services and applications. Ø Expert knowledge of NTTD and customer supplied applications Ø Expert knowledge and understanding of policies and procedures and the ability to determine course of actions based on given guidelines Ø Advanced ability to analyse and solve technical problems by investigating potential solutions using troubleshooting skills Ø Excellent verbal and written communications in English Ø Advanced ability to handle stressful situations Ø Advanced ability to deal professionally with irate customers Ø Ability to learn new products and technologies Ø Ability to identify performance & training gaps and recommend/implement solutions Ø Ability to mentor and coach Agents Integrity & Trust Customer Focus Problem Solving Drive for Results Listening Approachability Understanding Others Motivating Others Sizing up People Technical Learning Ø Minimum 12 Months experience in a similar role Ø Minimum 12 - 18 Months in a Technical Support Associate 1, Dispatcher or equivalent role ---

Responsibilities

The Helpdesk Analyst is responsible for assigning tickets to the resolutions team and ensuring accuracy in ticket assignments. They also coordinate ticket management to ensure all cases are closed within SLA and work on improving team quality metrics.