1 month ago

Helpdesk Analyst

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 16 hours agoStatus: Live

Job Summary

Provide expert technical support and resolve complex issues as an escalation point for the helpdesk team. Lead troubleshooting and root-cause analysis across domains such as networking, cloud, OS, databases, and security. Collaborate across teams to improve service quality, document solutions and SOPs for a knowledge base, and use ITIL processes (incident, problem, change) to drive operational excellence while mentoring junior staff.

Location: Noida

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Provide expert-level technical support and lead resolution of complex issues.
•Serve as a technical authority and escalation point for the team, performing advanced troubleshooting and root cause analysis.
•Collaborate across teams to improve operational excellence and service quality.
•Document solutions, processes, and contribute to knowledge sharing using strong SOP and knowledge-base practices.
•Mentor and guide junior staff, lead team operations and performance, and drive process improvements, automation, and technology adoption.

Key Requirements

•Deep knowledge in one or more domains including networking, cloud, OS, databases, and security.
•Experience with ticketing systems such as ServiceNow.
•Strong documentation skills for SOPs and contributing to a knowledge base.
•Familiarity with ITIL processes including incident, problem, and change management.
•Ability to mentor and guide junior staff, and manage task delegation and performance tracking.

Skills:CommunicationReportingMentoringConflict resolutionStrategic thinking

Tech Stack:ServiceNow

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