Helpdesk Senior Associate @ NTT Data

Positions General Duties and Tasks
In these roles you will be responsible for:
Responding to Incidents and Requests logged via voice, email, web, chat and virtual assistant channels
Triaging Incidents and Requests at inception, capturing all relevant information to arrive at an initial diagnosis
Prioritising Incidents and Requests as per the agreed Service Level Agreements
Ability to work autonomously and use initiative to handle difficult situations
Ability to multi-task, working on multiple Incidents or Requests in unison
Calling end-users as necessary
Remotely connecting to devices and systems to provide 1st line support (which include but are not limited to password resets, account, and software administration)
Executing resolutions and fulfilment activities as per knowledgebase articles stored in Remedy
Functionally escalating Incidents and Requests, to respective resolver teams
Proactively requesting updates for Incidents and Requests which are assigned to resolver teams
Seeking end user acceptance of Incident Resolution and Request Fulfilment activities
Documenting details and steps taken to resolve an Incident or Request
Proactively suggesting knowledgebase articles for consideration of publication
provide confirmation of Incident Priority Level assigned as per the priority matrix agreed with CUSTOMER;

Requirements for this role include:
A minimum of 2 years experience in a similar role
Fluent in English dialect and strong written English skills
IT literate with a working understanding of networking, server, storage, security, backup and virtualisation principles and concepts
Capable of asking the right questions to perform basic IT troubleshooting of desktops, laptops, mobile devices, applications and core infrastructure

Preferences: -

Knowledge of basic ITIL processes like incident management, request management and change management.
Required schedule availability for this position is 24x7. The shift timings can be changed as per client requirements.