Helpdesk Analyst-ITIL

Req ID: 375302

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

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

General Duties and 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 drive operational excellence and service quality.
Document solutions, processes, and contribute to knowledge sharing.
Mentor and guide junior staff; lead team operations and performance
Drive process improvements, automation, and technology adoption.
Advanced troubleshooting and root cause analysis.
Deep knowledge in one or more domains: networking, cloud, OS, databases, security.
Experience with ticketing systems (e.g., ServiceNow.
Strong documentation skills for SOPs and knowledge base.
Familiarity with ITIL processes: incident, problem, change management.
Team management, task delegation, and performance tracking.
Strategic thinking and decision-making.
Project and stakeholder management.
Excellent communication and reporting skills.
Ability to coach, mentor, and resolve team conflicts.
Working from office, rotational shift.