NTT

1 month ago

Helpdesk Analyst-ITIL

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 19 hours agoStatus: Live

Job Summary

Provide expert technical support for complex incidents and lead resolution as an escalation point. Own troubleshooting and root-cause analysis across networking, cloud, OS, databases, and security, while driving operational excellence through ITIL-aligned incident, problem, and change management. Document solutions and update SOPs/knowledge bases, mentor junior staff, and support team operations with performance tracking and process improvement, automation, and technology adoption.

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, 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 lead resolution of complex issues.
•Serve as a technical authority/escalation point for the team.
•Strong experience with ticketing systems (e.g., ServiceNow).
•Familiarity with ITIL processes including incident, problem, and change management.
•Ability to mentor junior staff and support team operations, task delegation, and performance tracking.

Skills:CommunicationDocumentationMentoringRoot cause analysisStrategic thinking

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

Loading job details...

Preparing the role view and application actions.

NTT