NTT

1 month ago

Helpdesk Analyst-ITIL

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Last checked: 19 hours agoStatus: Live

Job Summary

Provide expert technical support and lead resolution of complex issues as an ITIL-aligned helpdesk analyst. Serve as an escalation point, collaborate across teams to improve service quality, and document solutions, processes, and knowledge base content. Perform advanced troubleshooting and root-cause analysis across networking, cloud, OS, databases, and security. Coordinate ticketing workflows (e.g., ServiceNow), mentor junior staff, and drive process improvements, automation, and technology adoption.

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Provide expert-level technical support and lead resolution of complex issues.
•Serve as a technical authority and escalation point for the team.
•Collaborate across teams to drive operational excellence and service quality.
•Document solutions and contribute to knowledge sharing, including SOPs and knowledge base articles.
•Mentor junior staff, lead team operations and performance, and drive process improvements and automation.

Key Requirements

•Provide expert-level technical support and lead resolution of complex issues.
•Act as an escalation point and technical authority for the team.
•Use ticketing systems (e.g., ServiceNow) and follow ITIL processes such as incident, problem, and change management.
•Demonstrate strong documentation skills for SOPs and knowledge base articles.
•Perform advanced troubleshooting and root cause analysis across domains such as networking, cloud, OS, databases, and security.

Skills:CommunicationDocumentationMentoringRoot cause analysisStakeholder management

Tech Stack:ITILServiceNowNetworkingCloudOSDatabasesSecurity

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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NTT