Helpdesk Associate - Bengaluru/Bangalore - NTT @ NTT Data

Role Overview

• Technical support of Precision Workstation, OptiPlex, Latitude, Peripherals and software (custom or off the shelf software - industry or proprietary) Answers questions about installation, operation, configuration, customization and usage of assigned products.
  
• Responsible for following defined policies & procedures (e.g.
  verifies warranty entitlement, etc.).
  
• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.
  
• Documents problems in the support solution database for diagnostics and solution implementation.

Roles & Responsibilities

• Responds to customers technical issues related to hardware, software and networking via e-mail/chat, online, social media and phone.
  
• Assists customers by diagnosing problems and providing resolution.
  
• Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
  
• Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
  
• Identifies, researches and provides input on unique or recurring customer problems.
  
• Remains knowledgeable of Dells product line, current industry products and technologies.
  
• Focuses on delivering a positive customer experience according to Dell standards.
  
• Monitors and tracks issues to ensure accurate resolution.
  
• May be involved in revenue generation activities with current Dell customers.
  
• Reviews and distributes pertinent cross-functional information.
  
• Escalates more complex customer technical issues to senior level support.
  
• Job Segment: Consulting, Cisco, Cloud, Database, Help Desk, Technology

Requirements

• Minimum 2 years of relevant experience in a Service Desk role.
• Working Knowledge of Operating Systems such as Windows XP, 2000, Win7, Win 8 etc.
• Must be able to speak fluent English.
• Must possess excellent writing and comprehension skills.
• Excellent Customer Service Skills.
• Knowledge of troubleshooting PC Hardware.
• Basic or Level 1 Working Knowledge of Internet Explorer,
• Networking, Messaging, and MS - Office on Windows.
• Knowledge & prior experience on ITSM Tools.
• Bachelors degree in any field is mandatory. Or 10 2 3 years of education.
• Knowledge of ITIL concepts & functionality.
• ITIL Foundation certified would be an added advantage.
• MCSE and CCNA would be an added advantage.