NTT

1 month ago

Helpdesk Analyst-ITIL

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Last checked: 15 hours agoStatus: Live

Job Summary

Provide expert technical support for complex incidents and act as an escalation point and technical authority. Lead resolution efforts, perform advanced troubleshooting and root-cause analysis, and ensure operational excellence through cross-team collaboration. Document solutions, processes, and knowledge base content, support ITIL-driven incident/problem/change management, and drive process improvements through automation and technology adoption. Coach junior staff while managing tasks, performance tracking, and stakeholder communications.

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Provide expert technical support and lead resolution of complex issues.
•Act as an escalation point and technical authority for the team.
•Collaborate across teams to drive operational excellence and service quality.
•Document solutions, processes, and contribute to knowledge sharing, including SOPs and knowledge base content.
•Support ITIL-based incident/problem/change management and drive process improvements, automation, and technology adoption.

Key Requirements

•Provide expert-level technical support and resolve complex issues, including advanced troubleshooting and root-cause analysis.
•Serve as a technical authority and escalation point for the team.
•Have familiarity with ITIL processes including incident, problem, and change management.
•Experience with ticketing systems such as ServiceNow.
•Strong documentation skills for SOPs and a knowledge base.

Skills:CommunicationDocumentationMentoringConflict resolutionStrategic thinking

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