NTT

1 month ago

Helpdesk Analyst-ITIL

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Last checked: 4 hours agoStatus: Live

Job Summary

Provide expert-level technical support and lead resolution of complex issues as an ITIL-aware helpdesk analyst. Serve as an escalation point, collaborate across teams to improve service quality, and maintain strong documentation through SOPs and a knowledge base. Perform advanced troubleshooting and root cause analysis across domains like networking, cloud, OS, databases, and security, while supporting junior staff, coaching, and process improvements such as automation and technology adoption.

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Provide expert-level technical support and resolve complex issues.
•Escalate and serve as a technical authority for the team.
•Document solutions and processes and contribute to knowledge sharing.
•Mentor and guide junior staff; delegate tasks and track performance.
•Drive process improvements, automation, and technology adoption, including root cause analysis.

Key Requirements

•Provide expert-level technical support and lead resolution of complex issues.
•Act as an escalation point and technical authority for the helpdesk team.
•Possess deep knowledge in one or more domains such as networking, cloud, OS, databases, and security.
•Experience with ticketing systems (e.g., ServiceNow).
•Understand ITIL processes including incident, problem, and change management.

Skills:DocumentationKnowledge sharingCommunicationMentoringProcess improvement

Tech Stack:ITILServiceNowTicketing systemsSOPsKnowledge 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