Helpdesk Analyst-ITIL

NTT DATA, Inc.; India; On-site; INR 450,000 - 650,000; Full time

Job summary

NTT DATA, Noida, Uttar Pradesh, India is seeking a Helpdesk Analyst-ITIL to join our team. The role requires expert-level technical support, ITIL processes, and ServiceNow experience. You will be the escalation point and mentor junior staff.

You will drive improvements, document solutions, collaborate across teams, manage incidents, problems, and changes, and ensure high service quality while working from the office on rotational shifts.

Qualifications

• Experience with ITIL processes including incident, problem, and change management.
• Experience using ticketing systems (e.g., ServiceNow).
• Strong documentation and reporting skills.
• Ability to mentor and lead junior staff.
• Excellent communication and stakeholder management.

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.

Skills

ITIL fundamentals

Incident management

Change management

ServiceNow

Technical troubleshooting

Team coordination

Documentation

Stakeholder management

Tools

ServiceNow

Job description

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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,

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.

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.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us .

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. 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 our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .

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