NTT

1 month ago

Helpdesk Analyst-ITIL

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Last checked: 5 hours agoStatus: Live

Job Summary

Provide expert technical support and lead resolution of complex issues as an ITIL Helpdesk Analyst. Serve as an escalation point, collaborate across teams to improve service quality, and document solutions, processes, and knowledge for consistent support. Perform advanced troubleshooting and root-cause analysis, apply ITIL incident/problem/change management practices, and drive process improvements through automation and technology adoption while working rotational shifts onsite in Bangalore.

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.
•Collaborate across teams to drive operational excellence and service quality.
•Document solutions and processes and contribute to knowledge sharing.
•Mentor junior staff, lead team operations and performance, and drive process improvements through automation and technology adoption.

Key Requirements

•Provide expert-level technical support and resolve complex issues with advanced troubleshooting and root-cause analysis.
•Have strong documentation skills for SOPs and a knowledge base.
•Demonstrate familiarity with ITIL processes including incident, problem, and change management.
•Have experience with ticketing systems such as ServiceNow.
•Possess deep knowledge in one or more domains such as networking, cloud, OS, databases, or security.

Skills:CommunicationReportingMentoringTeamworkConflict resolution

Tech Stack:ITILServiceNow

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