NTT

2 weeks ago

Helpdesk Analyst - ITIL

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Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Provide L2 helpdesk support by helping identify, prioritize, and resolve reported issues via phone, email, and chat. Perform investigation, isolation, resolution, and follow-up, acting as a liaison between customers and client infrastructure teams. Apply strong troubleshooting skills across MS Windows, PC hardware, Internet Explorer, MS Office, and COTS applications. Use ITIL incident and request management procedures while working rotating shifts within a 24x7 support window.

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Entry level

Key Responsibilities

•Provide L2 technical guidance to identify, prioritize, and resolve reported problems through phone, email, and chat.
•Carry out recognition, research, isolation, resolution, and follow-up steps for issues.
•Support customers and act as a liaison between customers and departments within client infrastructure.
•Apply strong troubleshooting knowledge of MS Windows, PC hardware, Internet Explorer, MS Office, and COTS applications.
•Use ITIL best practices for incident and request management procedures.

Key Requirements

•Helpdesk Analyst at Grade-6 position in Service Desk.
•Graduate required; B.Tech/B.E or other technical degree preferred.
•Good communication skills with minimum 1 year of international calling experience.
•Good comprehension and writing skills.
•Excellent customer handling skills and comfort with rotational shifts for 24x7 support.

Education:Bachelor's

Skills:CommunicationWritingCustomer handlingTroubleshootingAnalysis

Tech Stack:ITILIncident ManagementRequest ManagementPhoneEmailChatMS WindowsPC HardwareInternet ExplorerMS OfficeCOTS applicationsWindows

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