NOC with Service Desk Specialist

5 days ago

Scottsdale, Arizona, United States LTI Mindtree Full time
About Us:

LTIMindtree is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies.

As a digital transformation partner to more than 700+ clients, LTIMindtree brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world.

Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries, LTIMindtree, a Larsen & Toubro Group company, combines the industry-acclaimed strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and delivering transformation at scale.

Job Summary:

The NOC with Service Desk Specialist will serve as the first point of contact for end-users seeking technical assistance via phone, email, or chat. The successful candidate will perform remote troubleshooting, analyze issues, and determine the best solution based on customer details.

The ideal candidate will have 12 years of experience in a help desk or customer support role, with excellent communication skills in English and a customer-centric approach. The role requires ITIL knowledge, computer literacy, and a strong understanding of computer systems, mobile devices, and software applications.

Responsibilities:
  • First Point of Contact: Serve as the initial point of contact for end-users seeking technical assistance via phone, email, or chat.
  • Remote Troubleshooting: Perform remote troubleshooting using diagnostic techniques and relevant questions.
  • Solution Determination: Analyze issues and determine the best solution based on customer details.
  • Problem-Solving: Guide customers through problem-solving steps.
  • Escalation: Escalate unresolved issues to the appropriate support level.
  • Documentation: Maintain accurate logs of events, problems, and resolutions.
  • Feedback: Relay customer feedback or suggestions to internal teams.
  • Improvements: Identify process improvements and suggest enhancements.
Requirements and Skills:
  • Experience: 12 years in a help desk or customer support role.
  • Computer Literacy: Understanding of computer systems, mobile devices, and software applications.
  • ITIL Knowledge: Knowledge of ITIL fundamentals, ITIL Foundations preferred.
  • Communication: Excellent communication skills in English.
  • Customer-Centric: Customer-oriented and patient.
  • Education: BSc or BA in Computer Science or a relevant field.
Benefits and Perks:

LTIMindtree offers a comprehensive medical plan, short-term and long-term disability coverage, 401(k) plan with company match, life insurance, vacation time, sick leave, paid holidays, paid paternity and maternity leave, and other benefits.

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level, and additional factors including job-related skills, experience, and relevant education or training.

Depending on the position offered, other forms of compensation may be provided as part of overall compensation, like an annual performance-based bonus, sales incentive pay, and other forms of bonus or variable compensation.

Disclaimer:

LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth, or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability, or any other characteristic protected by applicable federal, state, or local law.

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