About the job

A Helpdesk Associate – ITIL provides first-level IT support to users, handles technical incidents and service requests, troubleshoots common IT issues, and ensures tickets are resolved according to established ITIL and service-management processes.

Responsibilities

• Provide first-level technical support to users through phone, email, chat, or ticketing systems.
• Log, categorize, prioritize, and track incidents and service requests.
• Troubleshoot common hardware, software, network, and application issues.
• Follow ITIL-based incident, request, and escalation management processes.
• Resolve user issues within defined service-level agreements (SLAs).
• Escalate complex or unresolved issues to the appropriate technical teams.
• Maintain accurate records of troubleshooting steps and resolutions.
• Monitor open tickets and provide users with timely status updates.
• Identify recurring issues and contribute to knowledge-base documentation.
• Maintain professional communication while supporting users and ensuring customer satisfaction.

Minimum Qualifications

• Basic knowledge of ITIL and IT service management.
• Understanding of Windows operating systems and common business applications.
• Basic troubleshooting and problem-solving skills.
• Familiarity with ticketing/service-desk tools.
• Good knowledge of networking fundamentals.
• Strong verbal and written communication skills.
• Ability to prioritize multiple incidents and meet SLAs.
• Good customer-service and teamwork skills.

More about the company

NTT Data is a global IT and business services company headquartered in Tokyo, Japan and part of the NTT Group. The company helps organizations with digital transformation through consulting, technology solutions, IT modernization, cloud, applications, data, AI, cybersecurity, and managed services.

NTT DATA was established in 1988 and serves clients across 70+ countries and regions. As of March 2025, the group reported approximately 197,800 employees and consolidated net sales of about ¥4.64 trillion.

NTT DATA works with organizations across banking and financial services, insurance, healthcare, manufacturing, retail, telecommunications, energy, transportation, government, and other industries.

NTT DATA is a global technology and consulting company that delivers innovative IT solutions to help businesses accelerate digital transformation. With expertise in AI, cloud, cybersecurity, data analytics, software development, infrastructure, and enterprise applications, NTT DATA works with organizations worldwide to improve efficiency, create new opportunities, and build sustainable digital businesses.