Helpdesk Senior Associate - L1.5 Technical Support

Helpdesk Senior Associate - L1.5 Technical Support

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Helpdesk Senior Associate - L1.5 Technical Support to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

Overview: NTT DATA is growing our Digital Workplace team and is looking for a Technologist for Digital Workplace. As a Technologist within our IT organization, you will play a key role in resolving user issues, managing issue triage, and contributing to the automation pipeline. Your primary focus will be on providing technical support, identifying tasks suitable for automation, and collaborating with senior team members to enhance your skills and knowledge. Your enthusiasm for learning, strong problem-solving abilities, and desire to build your skillset will be crucial in this role as you contribute to the effective functioning of our IT operations.

The Company NTT DATA Corporation is the 6th largest global IT services company and part of the NTT Group, a Fortune 29 telecommunications and IT services company based in Japan. We operate with 60,000 professionals in 36 countries. Every day around the world we help clients explore new ways to respond to market dynamics with flexibility and speed, reduce costs with less risk, and increase productivity to enable growth. In this role, you will have the opportunity to:

• Resolve user issues remotely by providing timely and effective technical support, ensuring customer satisfaction and minimal disruption to business operations.
• Manage issue triage, prioritize tasks based on urgency and impact, and ensure appropriate escalation, ticket routing, and resolution.
• Collaborate with senior team members to identify tasks and processes suitable for automation, contributing to the automation pipeline.
• Assist in the design, development, and testing of automation solutions using coding and scripting languages like Python, PowerShell, or similar technologies.
• Participate in the development and maintenance of technical documentation, including troubleshooting guides and knowledge base articles.
• Continuously expand your technical knowledge and skillset, actively seeking learning opportunities and staying informed about emerging technologies and industry trends.
• Collaborate with cross-functional teams, including infrastructure, development, and operations, to resolve technical issues and enhance overall IT operations.
• Participate in team meetings, sharing insights and contributing to process improvements and knowledge sharing initiatives.
• Follow established ITIL (Information Technology Infrastructure Library) practices and processes to ensure adherence to service level agreements (SLAs) and IT service management (ITSM) standards.
• Maintain a customer-centric approach, fostering positive relationships with end-users and providing clear and concise communication throughout the support process.

The Ideal Candidate Will Have:

• Bachelor's degree in Information Technology, Computer Science, or a related field. Relevant certifications or equivalent work experience will be considered.
• Proficient knowledge of Windows operating systems and Microsoft Office applications, complemented by a strong understanding of computer systems, mobile devices, and other tech products.
• Strong passion for learning and building technical skills, with a desire to grow and advance within the IT field.
• Basic understanding of coding, scripting, and automation concepts, with a willingness to learn and develop proficiency in languages like Python, PowerShell, or similar technologies.
• Exceptional problem-solving skills with the ability to diagnose and troubleshoot technical issues, deliver clear technical instructions verbally and in writing to non-technical users, while maintaining excellent customer service.
• Ability to work in a fast-paced environment, managing multiple tasks and priorities simultaneously.
• Strong attention to detail and commitment to delivering high-quality work.
• Collaborative mindset and willingness to work effectively as part of a team.
• Familiarity with ITIL best practices and a customer-centric approach to service delivery.
• Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation Certification are a plus.