We are currently seeking a Helpdesk Analyst-ITIL to join our team in Bangalore, Karnataka (IN-KA), 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.
Requirements
Deep knowledge in one or more domains: networking, cloud, OS, databases, security.
Experience with ticketing systems (e.g., ServiceNow).
Familiarity with ITIL processes: incident, problem, change management.
Robust documentation skills for SOPs and knowledge base.
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.
📌 Helpdesk Analyst Itil Bengaluru (India)
🏢 NTT DATA Business Solutions
📍 India
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