Join NTT DATA as a Helpdesk Analyst (Grade-6) and become a vital part of our Service Desk operations. This role focuses on providing Level 2 technical guidance, resolving reported issues efficiently through phone, email, and chat. You will be instrumental in recognizing, researching, isolating, and resolving customer problems, acting as a key liaison between clients and internal departments.

This is an opportunity to grow with a forward-thinking, inclusive, and adaptable organization. We are dedicated to accelerating client success and making a positive societal impact through responsible innovation. As a global leader in AI and digital infrastructure, NTT DATA offers a dynamic environment for professionals seeking to advance their careers.

Provide essential Level 2 technical guidance for identifying, prioritizing, and resolving customer-reported issues via phone, email, and chat. This includes a comprehensive process of recognition, research, isolation, resolution, and follow-up steps.

Serve as a critical link between our customers and the client infrastructure departments. You will also be expected to lead the team, demonstrating strong analytical capabilities and operational handling skills. A solid understanding of ITIL best practices in Incident and Request Management is crucial for success in this role.

A graduate degree is mandatory, with a B.Tech/B.E. or another technical degree being preferred. Successful candidates will possess at least 1 year of international calling experience, complemented by excellent communication, comprehension, and writing skills. You must demonstrate exceptional customer handling abilities and be comfortable with rotational shifts within a 24x7 support window.

Proficiency in troubleshooting MS Windows, PC Hardware, Internet Explorer, MS Office, and COTS applications is essential. Strong analytical skills and experience managing operations are also key requirements. A good grasp of ITIL best practices, particularly concerning Incident and Request Management, is expected.