NTT DATA Hiring for Systems Administration Senior Associate at Bengaluru, Karnataka Full Time

Full Job Description
Service Desk Engineer/ Ticket Dispatcher – Level 1
Responding to Incidents and Requests logged via web, chat and virtual assistant channels> Responsible for all inbound incidents and user service requests. Assigning tickets to Engineers and ensuring all tickets are addresses as required.Triaging Incidents and Requests at inception, capturing all relevant information to arrive at an initial diagnosisPrioritising Incidents and Requests as per the agreed Service Level AgreementsAbility to work autonomously and use initiative to handle difficult situationsAbility to multi-task, working on multiple Incidents or Requests in unisonCalling end-users as necessaryRemotely connecting to devices and systems to provide 1st line support (which include but are not limited to password resets, account and software administration)Executing resolutions and fulfilment activities as per knowledgebase articles stored in ServiceNowFunctionally escalating Incidents and Requests, to respective resolver teamsProactively requesting updates for Incidents and Requests which are assigned to resolver teamsSeeking end user acceptance of Incident Resolution and Request Fulfilment activitiesDocumenting details and steps taken to resolve an Incident or RequestProactively suggesting knowledgebase articles for consideration of publicationSupporting Service Assurance Analysts, where requestedRequirements for this role include: =====================================
A minimum of 1-3 years’ experience in a similar roleFluent in English dialect and strong written English skillsIT literate with a working understanding of networking, server, storage, security, backup and virtualisation principles and conceptsCapable of asking the ‘right’ questions to perform basic IT troubleshooting of desktops, laptops, mobile devices, applications, and core infrastructurePreferred: ===========
ITIL qualifiedExperience in using ServiceNowExperience of working with on-shores teams and customersExperience of working for a managed service providerJob Segment:
System Administrator, Technology