Job Description

Req ID: 209236

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Systems Administration Senior Associate to join our team in Bangalore, Karnātaka (IN-KA), India (IN).

Roles and Responsibilities:

• Respond to inbound calls and log incidents and requests for users.
• Triage emails & self-service incidents and requests at inception, capture all relevant information to arrive at an initial diagnosis
• Prioritize incidents and requests as per the agreed service level agreements
• Call end-users as necessary
• Execute resolutions and fulfilment activities as part of FCR that are part of Service Desk responsibilities.
• Functionally escalate incidents and requests, to respective resolver teams
• Proactively request updates for incidents and requests which are assigned to resolver teams
• Seek end user acceptance of incident resolution and request fulfilment activities
• Document details and steps taken to resolve an incident or request
• Proactively suggest knowledgebase articles for consideration of publication
• Remotely connect to devices and systems to provide first line support (which include but are not limited to password resets, account and software administration)

Requirements:

• International inbound call handling experience (preferably UK/US)
• Good written & spoken English
• ITIL basics
• Basic technical troubleshooting skills (Hardware & Software)
• Experience in using ticketing tool.
• Experience working with onshore teams and clients
• Technical expertise and experience working for a managed service provider
• Ability to work individually and take initiative to handle difficult situations

Work Timings:

Rotational shifts with 24x7 support window

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

Job Segment:
System Administrator, Cloud, Consulting, Technology