- Senior Associate is responsible to perform diagnostics, resolve problems, and implement corrective actions
- Resolve Incidents and Problems associated with End User Devices and End User Software, and
- Contact the end user via phone to schedule the remote session call and coordinate
- Route / reassign calls to other levels of support, as required if miss-assignment occurs
- Update the ITSM Tool fields upon successful resolution of the Incident.
- Utilize Provider's remote tool to enable remote takeover sessions.
- Attempt to resolve certain Incident Types by remotely taking control of the End User Device,
- Utilize remote controls to manage and update desktop system Software, and to maintain
- Request end-user approval for remote takeover of system in support of incident resolution or
- Escalate repeat issues to the appropriate service organization to allow root cause analysis to be
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Helpdesk Senior Associate - Noida, India - NTT DATA Services
Description
Detailed roles and responsibilities:
Service Desk. Incidents that are not resolved at the RRT will be routed to the deskside support
team for resolution or as per the KBA defined (for outside the scope of Deskside)
be responsible for resolving all Incidents and Problems associated with failure or degradation of
Services related to End User Devices and End User Software.
and Service Requests.