Helpdesk Analyst-ITIL

NTT
Noida
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Reporting","Strategic thinking","Mentoring","Conflict resolution"]

Provide expert-level technical support and resolve complex issues as an ITIL-focused helpdesk analyst. Serve as a technical authority and escalation point, collaborate across teams to improve service quality, and document solutions and processes for knowledge sharing. Lead team operations and mentoring for junior staff, drive automation and process improvements, and perform advanced troubleshooting with strong communication and reporting.

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FursaFursa
NTT
NTT
2 months ago

Helpdesk Analyst-ITIL

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Provide expert-level technical support and resolve complex issues as an ITIL-focused helpdesk analyst. Serve as a technical authority and escalation point, collaborate across teams to improve service quality, and document solutions and processes for knowledge sharing. Lead team operations and mentoring for junior staff, drive automation and process improvements, and perform advanced troubleshooting with strong communication and reporting.
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.
  • •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 junior staff and lead team operations, performance tracking, process improvements, and automation.

Key Requirements

  • •Provide expert-level technical support and lead resolution of complex issues.
  • •Deep knowledge across one or more domains such as networking, cloud, OS, databases, and security.
  • •Experience with ticketing systems such as ServiceNow.
  • •Familiarity with ITIL processes including incident, problem, and change management.
  • •Strong documentation skills for SOPs and the knowledge base, with the ability to communicate and report effectively.
Experience:ITILIT service managementServiceNow
Skills:CommunicationReportingStrategic thinkingMentoringConflict resolution
Tech Stack:ITILServiceNowNetworkingCloudOSDatabasesSecurity

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
WebsiteLinkedIn