NTT

1 month ago

Helpdesk Analyst

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Last checked: 4 hours agoStatus: Live

Job Summary

Work with the global Technical Service Desk Workforce Management team to improve workforce effectiveness for multi-channel contact centers. Establish and refine staffing, scheduling, forecasting, and planning procedures for Noida operations, identifying coverage gaps and proposing shifts or realignment. Monitor performance against plans using call center metrics, SLA mapping, and business KPIs, and build WFM dashboards and automations using Advanced Excel and VBA.

Location: Noida

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Predict required headcount/production heads and manage handle time and staff shrinkage by work type.
•Identify coverage gaps, propose new shifts or realignment, and support hiring plans.
•Continuously monitor performance vs. plans and refine assumptions to meet operational needs.
•Thoroughly understand call center metrics and SLA mapping and provide monitoring and reporting.
•Build and optimize workforce management dashboards/automations, and run what-if scenarios for operations/support groups as requested.

Key Requirements

•Graduate degree and 2–5 years of prior experience in a Call Center Operations environment.
•Strong understanding of Service Desk operations.
•Advanced Excel and VBA skills for data modelling, building WFM dashboards, and automations.
•Planning and scheduling knowledge for workforce management.
•Strong understanding of call center management best practices and call center metrics/SLA mapping.

Experience:2-5 years

Education:Master's

Skills:Solution drivenResult orientedProcess analyticalData documentationData organization

Tech Stack:ExcelVBAWorkforce management toolsWFM dashboardsAutomations

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