NTT

1 month ago

Helpdesk Analyst-ITIL

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Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Provide expert-level technical support and resolve complex issues as an IT helpdesk analyst using ITIL (incident, problem, change management). Act as an escalation point and technical authority, collaborate across teams to improve service quality, and maintain strong documentation for SOPs and knowledge sharing. Lead team operations and performance by mentoring junior staff, driving process improvements and automation, and performing advanced troubleshooting with root-cause analysis.

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 resolve complex issues.
•Serve as a technical authority and escalation point for the team.
•Collaborate across teams to improve operational excellence and service quality.
•Document solutions, processes, and contribute to knowledge sharing.
•Mentor junior staff, lead team operations and performance, and drive process improvements and automation.

Key Requirements

•Provide expert-level technical support and lead resolution of complex issues.
•Act as an escalation point and technical authority for the team.
•Advanced troubleshooting and root cause analysis, with deep knowledge across domains (networking, cloud, OS, databases, security).
•Familiarity with ITIL processes, including incident, problem, and change management.
•Experience with ticketing systems (e.g., ServiceNow) and strong documentation skills for SOPs and knowledge base.

Skills:CommunicationDocumentationStrategic thinkingCoachingStakeholder management

Tech Stack:ITILServiceNowIncidentProblem 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