Helpdesk Senior Associate/ Helpdesk Analyst - NTT DATA

Requirements:

• Must be a Graduate.
• Good communication skills with international calling experience
• Good comprehension & writing skills
• Must possess excellent customer handling skills and Team management experience of 2+ years.
• Should be comfortable to work in rotational shift with 24x7 support window
• Mandate work from office.
• 5+ Years of Experience, People Management skills.
• Sound Industry Domain Knowledge

Job description:

• Responsible for SLAs & KPIs
• Responsible for customer/stakeholder relationship management.
• Provide cross functional support, Managing 24x7 Operations.
• Responsible for the performance of the teams.
• Responsible in terms of best practice sharing, team building exercises, guidance and mentoring team member
• Responsible for upskilling / cross skilling team members
• Must have 5 solid years of Service Desk experience, 1 years in managing delivery for service desk.
• Possesses knowledge of Microsoft Applications like MS Visio MS Excel & MS Power point etc.
• Hands on experience of SD CRM Tools such as ServiceNow.
• Excellent understanding of SSCM, Active Directory, Virtual Machines, Drive Encryption Tools, VPN Tools, Microsoft Intune.
• Must be good in Analytical tools such as Service Now, Excel, and Power BI.
• Bottom Quartile management, Escalation Management.