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).
- Solid 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.

📌 Helpdesk Analyst-ITIL (Noida)
🏢 NTT DATA Business Solutions
📍 Noida