Helpdesk Analyst-ITIL

NTT DATA, Inc.; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Job summary

NTT DATA, Inc. is seeking a Helpdesk Analyst-ITIL to join our team in Bangalore, Karnataka, India. This role requires providing expert-level technical support, leading the resolution of complex issues, and collaborating across teams for operational excellence.

The ideal candidate will have deep knowledge in networking, cloud, operating systems, and security, along with a strong command of ITIL processes. Responsibilities also include mentoring junior staff and driving process improvements within the team.

Qualifications

• Experience leading technical support teams.
• Deep knowledge of ITIL processes.
• Expertise in at least one technical domain.

Responsibilities

• Provide expert-level technical support and resolve complex issues.
• Document solutions and contribute to knowledge sharing.
• Mentor junior staff and lead team operations.

Skills

Expert technical support

Mentoring and coaching

Advanced troubleshooting

ITIL processes knowledge

Strong documentation skills

Networking knowledge

Cloud technology understanding

Database management

Security protocols

ServiceNow proficiency

Job description

NTT DATA is seeking a Helpdesk Analyst-ITIL to join our team in Bangalore, Karnataka (India).

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, operating systems, databases, security.
• Experience with ticketing systems such as 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 the office, rotational shift.

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. For Pay Transparency information and EEO rights information, please refer to the company policy.