Helpdesk Analyst-ITIL

Req ID:

We are currently seeking a Helpdesk Analyst-ITIL to join our team in Bangalore, Karnātaka (IN-KA), India (IN).

General Duties and Responsibilities:

\n Provide expert-level technical support and lead resolution of complex issues.
\n Act as a technical authority and escalation point for the team.
\n Collaborate across teams to drive operational excellence and service quality.
\n Document solutions, processes, and contribute to knowledge sharing.
\n Mentor and guide junior staff; lead team operations and performance
\n Drive process improvements, automation, and technology adoption.
\n Advanced troubleshooting and root cause analysis.
\n Deep knowledge in one or more domains: networking, cloud, OS, databases, security.
\n Experience with ticketing systems (e.g., ServiceNow.
\n Strong documentation skills for SOPs and knowledge base.
\n Familiarity with ITIL processes: incident, problem, change management.
\n Team management, task delegation, and performance tracking.
\n Strategic thinking and decision-making.
\n Project and stakeholder management.
\n Excellent communication and reporting skills.
\n Ability to coach, mentor, and resolve team conflicts.
\n Working from office, rotational shift.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.