Helpdesk Analyst-ITIL

NTT DATA BUSINESS SOLUTIONS; Dadri; On-site; INR 450,000 - 650,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Noida is seeking a Helpdesk Analyst-ITIL to join our team. You will provide expert-level technical support, act as escalation authority, and drive service quality.

You will mentor staff, document solutions, collaborate across teams and lead process improvements, with rotation shifts and office-based work.

Qualifications

• Experience handling complex IT issues with escalation to resolve
• Familiarity with ITIL processes: incident, problem, change
• Strong documentation and knowledge-sharing ability
• Proven teamwork and mentorship capabilities

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.
• Experience with ticketing systems such as ServiceNow.

Skills

Technical support

Incident management

Root cause analysis

Documentation

Mentoring

Communication

ServiceNow

Tools

ServiceNow

Job description

Job Summary

We are currently seeking a Helpdesk Analyst-ITIL to join our team in Noida, Uttar Pradesh (IN-UP), 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.