NTT

1 month ago

Helpdesk Analyst-ITIL

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Last checked: 20 hours agoStatus: Live

Job Summary

Provide expert technical support for complex IT issues as an escalation point within the helpdesk team. Lead resolution using advanced troubleshooting and root-cause analysis, collaborating across teams to improve service quality. Document solutions, SOPs, and knowledge base articles, and apply ITIL practices across incident, problem, and change management. Coach junior staff, track performance, and drive process improvements, automation, and technology adoption while working rotating shifts from office.

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.
•Act as a technical authority and escalation point for the team.
•Document solutions, processes, and contribute to knowledge sharing through SOPs and the knowledge base.
•Mentor and guide junior staff; lead team operations, task delegation, and performance tracking.
•Drive process improvements through automation, technology adoption, and ITIL-aligned incident/problem/change management.

Key Requirements

•Provide expert-level technical support and resolve complex issues with advanced troubleshooting and root-cause analysis.
•Serve as a technical authority and escalation point, collaborating across teams to ensure service quality.
•Use ticketing systems (e.g., ServiceNow) and apply ITIL processes for incident, problem, and change management.
•Maintain strong documentation skills to create SOPs and knowledge base articles.
•Demonstrate domain knowledge in areas such as networking, cloud, OS, databases, or security.

Skills:CommunicationDocumentationMentoringStrategic thinkingConflict resolution

Tech Stack:ITILServiceNowSOPKnowledge baseNetworkingCloudOSDatabasesSecurity

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