Helpdesk Analyst-ITIL

NTT
Bengaluru
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Documentation","Mentoring","Root cause analysis","Stakeholder management"]

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.

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FursaFursa
NTT
NTT
3 months ago

Helpdesk Analyst-ITIL

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

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
WebsiteLinkedIn