NTT

1 month ago

Helpdesk Analyst

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Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Provide expert-level technical support as an escalation point for complex issues in a helpdesk environment. Collaborate across teams to improve operational excellence and service quality, while documenting solutions, SOPs, and knowledge articles. Perform advanced troubleshooting and root-cause analysis across networking, cloud, OS, databases, and security domains. Lead and coach junior staff, track team performance, and drive process improvements, automation, and ITIL-aligned incident/problem/change management.

Location: Noida

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Provide expert technical support and lead resolution of complex issues.
•Serve as a technical authority and escalation point for the team.
•Collaborate across teams to drive operational excellence and service quality.
•Document solutions, processes, and contribute to knowledge sharing.
•Mentor and guide junior staff; lead team operations and performance; drive process improvements, automation, and technology adoption.

Key Requirements

•Provide expert-level technical support and resolve complex issues.
•Act as a technical authority and escalation point for the helpdesk team.
•Advanced troubleshooting and root-cause analysis across domains such as networking, cloud, OS, databases, and security.
•Experience with ticketing systems (e.g., ServiceNow).
•Familiarity with ITIL processes including incident, problem, and change management.

Skills:CommunicationDocumentationMentoringDecision-makingStakeholder management

Tech Stack:ServiceNowITILIncident managementProblem managementChange management

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