NTT

1 month ago

Helpdesk Analyst-ITIL

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Last checked: 21 hours agoStatus: Live

Job Summary

Provide expert technical support for complex incidents and lead resolution as an escalation point. Serve as a technical authority across teams, ensuring operational excellence and service quality while documenting solutions, SOPs, and knowledge base articles. Troubleshoot deeply using root-cause analysis, apply ITIL incident/problem/change processes, and drive process improvements, automation, and technology adoption. Support team operations with task delegation, performance tracking, and mentoring in a rotational office-based shift.

Location: Noida

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Provide technical support and lead resolution of complex issues, acting as an escalation point for the team.
•Collaborate across teams to drive operational excellence and maintain service quality.
•Document solutions and contribute to knowledge sharing via SOPs and the knowledge base.
•Perform advanced troubleshooting and root cause analysis across areas like networking, cloud, OS, databases, and security.
•Support team operations through task delegation and performance tracking; mentor junior staff and drive process improvements and automation.

Key Requirements

•Provide expert-level technical support and lead resolution of complex issues.
•Familiarity with ITIL processes including incident, problem, and change management.
•Experience with ticketing systems (e.g., ServiceNow) and strong documentation for SOPs/knowledge base.
•Advanced troubleshooting and root cause analysis with deep knowledge across domains like networking, cloud, OS, databases, or security.
•Ability to support team operations including task delegation, performance tracking, and mentoring.

Skills:CommunicationMentoringStrategic thinkingConflict resolutionReporting

Tech Stack:ITILServiceNowSOPsTicketing systemsIncident 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