Join NTT DATA as a Helpdesk Analyst-ITIL and contribute to a dynamic technology services leader. This role focuses on providing essential support to users, ensuring seamless operation of their IT systems.

As a Service Desk Analyst, you will guide and assist users via phone, chat, and email. Your expertise will be crucial in resolving issues related to hardware, software, and networks, leveraging established processes and technology.

This position requires a proactive approach to problem-solving and a commitment to maintaining user productivity. You will be instrumental in diagnosing, researching, and resolving user concerns, documenting service requests, and coordinating with support teams for effective resolution.

Manage and meticulously record all customer interactions and reported issues within the ITSM system.

Identify technical issues, implement effective fixes, and conduct investigations to determine root causes using provided internal instructions.

Deliver expert technical guidance to support the identification, prioritization, and resolution of problems through telephone, email, and chat interactions.

Screen, refer, and diagnose internal inquiries and work requests concerning PC maintenance.

Act as a vital liaison between customers and internal departments to ensure all online system problems are resolved accurately and promptly.

Ideal candidates will possess a university education, preferably a technical degree or relevant Microsoft certifications.

Demonstrate a solid understanding of local and hybrid (Office and Remote) administration of Microsoft Operating Systems and Microsoft Office family applications.

This role requires a willingness to work from the office five days a week.

Possess a strong ability to analyze and solve complex problems by investigating potential solutions using effective troubleshooting skills.

Exhibit excellent communication and customer service skills, ensuring a positive user experience.

Fluency in the English language is essential for clear and effective communication.

Flexibility to work in rotational shifts, covering a 24/7 operational period, is required.