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Helpdesk Analyst at NTT DATA

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

10 Mar, 26

Salary

0.0

Posted On

10 Dec, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Helpdesk Support, Troubleshooting, User Assistance, Service Requests, Documentation, Problem Resolution, IT Policies, Technical Support, Ticketing System, Quality Audits, Process Improvement, Communication, Customer Service, Time Management, Sensitivity, Collaboration

Industry

IT Services and IT Consulting

Description

Advises and assists users over the phone and electronically in solving problems related to hardware, software, networks, and peripherals using available technology. Screens, diagnoses, research, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users. Diagnoses and troubleshoots Level 1 problems encountered with personal computer hardware, software, and peripherals. Answers the help desk line and responds to users' requests regarding computer systems. Acknowledges receipt of all user requests within defined service levels. Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information. Maintains user information and documentation. Participates in ensuring that client requests via the ticketing system are managed to closure. Delivers results in support of achieving the organization's objectives and SLA's Prioritizes work based on time and complexity requirements. Exercises sensitivity to due process and proper pacing. Routes clients when appropriate to proper support queues. May identify opportunities for process improvements that contribute to the achievement of business metric goals. Solves problems consistently and completely with minimum supervision. Partners with employees to obtain resolution to complex technical issues. Performs quality audits.

Responsibilities

The Helpdesk Analyst advises and assists users in resolving hardware, software, and network issues. They document service requests, initiate tickets, and ensure user requests are managed to closure.