Join NTT DATA, a global leader in technology services, and contribute to accelerating client success and making a positive societal impact. We are seeking a skilled Field Tech Senior Associate to enhance our team in Bangalore, Karnataka.

This pivotal role involves coordinating and supporting field technicians to ensure exceptional service delivery and customer satisfaction. You will act as the primary liaison between customers, technicians, partners, and internal teams, managing service requests and incident tickets efficiently.

Key responsibilities include creating technician schedules, dispatching tasks based on availability and priorities, and ensuring adherence to SLAs. You will maintain continuous communication with field and service teams, serve as an escalation point for onsite technicians resolving complex end-user support issues, and manage customer inquiries and complaints.

Additional duties involve meticulous documentation of ITSM records, coordinating emergency responses, ensuring services meet quality and ITIL standards, managing depot stock, and assisting with escalation management for field-related issues.

We are looking for candidates with 3-5 years of experience in End User Computing (EUC) support, encompassing Windows, Office, and hardware for desktops and laptops. A strong background in an ITIL Process-Based Environment and hands-on experience with ITSM tools like ServiceNow or Remedy are essential.

Previous experience supporting a team delivering IT services in a remote operations capacity is required. Excellent written and spoken English communication skills are also necessary for this role.