Helpdesk Analyst - ITIL

Req ID:    

We are currently seeking a Helpdesk Analyst - ITIL to join our team in Coimbatore, Tamil Nādu (IN-TN), India (IN).

General Summary

· Responsible for assigning tickets to resolutions team and ensuring accuracy of all aspects ticket assignment for the team

· Responsible for scheduling and workload balancing for the team

· Responsible for co-ordination of tickets assigned to Resolution Teams; ensuring that all cases are closed within SLA.

· Responsible for effecting improvements and maintaining team quality metrics at the required level.

· Uses analytical skills to monitor trends and report on team quality metrics.

· Responsible for the continued improvement in team technical, troubleshooting, process and customer handling skills.

· Acts as a point of contact for both technical and non-technical customer escalations.

· Assists Service Desk Manager and Team Leaders with Problem Management by using analytical skills to monitor trends and report on team quality metrics .

Principal Duties and Responsibilities

Ø Provides second-level technical support

Ø Assigns incidents to appropriate resolution team and tracks through to completion

Ø Uses troubleshooting techniques and tools to identify technical defects/issues

Ø Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident

Ø Clearly and concisely logs and tracks details of solutions provided to resolve customer issue, maintaining and updating appropriate databases

Ø Consistently performs to set targets

Ø Identifies first-level support coaching and training needs, prioritises and delivers improvements.

Ø Acts as escalation point for first-level support

Ø Handles customer escalations and is responsible for team customer satisfaction targets.

Ø Adheres to documented daily quality metric processes

Ø Analyses and reports on trends in team quality metrics, identifying and driving improvement actions.

Ø Maintains expert knowledge of support tools/services/applications along with future industry products and technologies

Ø Complies with schedule adherence to ensure overall service level targets are achieved

Ø Identifies and provides input on unique or recurring customer problems

Knowledge, Skills and Abilities

Ø Expert knowledge of supported tools, services and applications.

Ø Expert knowledge of PC architecture/technology

Ø Expert knowledge of NTTD and customer supplied applications

Ø Expert knowledge of customer procedures

Ø Expert knowledge and understanding of policies and procedures and the ability to determine course of actions based on given guidelines

Ø Advanced ability to analyse and solve technical problems by investigating potential solutions using troubleshooting skills

Ø Expert knowledge of on-line tools

Ø Excellent organizational skills

Ø Excellent interpersonal skills

Ø Excellent telephone and customer handling skills

Ø Excellent verbal and written communications in English

Ø Advanced ability to handle stressful situations

Ø Advanced ability to deal professionally with irate customers

Ø Ability to learn new products and technologies

Ø Ability to identify performance & training gaps and recommend/implement solutions

Ø Ability to mentor and coach Agents

Competencies

· Integrity & Trust

· Customer Focus

· Problem Solving

· Drive for Results

· Listening

· Approachability

· Understanding Others

· Motivating Others

· Sizing up People

· Technical Learning

· Functional/Technical Skills

Education/Certification

Ø Certificate/Diploma in computing

Ø PC Maintenance Certification (A+)

Ø MCP Certification

Experience

Ø Minimum 12 Months experience in a similar role

Ø Minimum 12 - 18 Months in a Technical Support Associate 1, Dispatcher or equivalent role

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.