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 technical support and lead resolution of complex issues as an escalation point for the team. Handle advanced troubleshooting with root-cause analysis across domains like networking, cloud, OS, databases, and security. Collaborate cross-team to improve service quality, document solutions for knowledge sharing, and follow ITIL incident/problem/change management. Support operational performance through mentoring junior staff and driving process improvements and automation.

Location: Noida

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 improve operational excellence and service quality.
•Document solutions, processes, and contribute to knowledge sharing.
•Mentor and guide junior staff while leading team operations, performance tracking, and process improvement/automation.

Key Requirements

•Provide expert-level technical support and resolve complex issues independently.
•Serve as a technical authority and escalation point for the team.
•Demonstrate deep domain knowledge across networking, cloud, OS, databases, and security.
•Experience using ticketing systems (e.g., ServiceNow) and documenting solutions for SOPs/knowledge base.
•Have familiarity with ITIL processes including incident, problem, and change management.

Skills:CommunicationReportingMentoringConflict resolutionStrategic thinking

Tech Stack:ServiceNowITIL

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