NTT DATA is seeking a dedicated Helpdesk Analyst with ITIL expertise to enhance our support capabilities. This role is crucial for driving operational excellence and delivering high-quality technical assistance.

As part of a forward-thinking organization, you will contribute to a culture of innovation and adaptability. We value individuals passionate about growth and making a positive societal impact through technology.

Provide advanced technical support, leading the resolution of complex IT issues and serving as a key escalation point. Collaborate with cross-functional teams to refine operational processes and elevate service quality.

Develop comprehensive documentation for solutions and processes, actively contributing to our knowledge-sharing initiatives. Mentor junior team members, guiding their development and overseeing team performance. Drive improvements through automation and the adoption of new technologies.

This position requires deep expertise in ITIL processes, including incident, problem, and change management, alongside practical experience with ticketing systems like ServiceNow. A strong understanding of networking, cloud, operating systems, databases, and security principles is essential.

Successful candidates will demonstrate advanced troubleshooting skills, the ability to conduct root cause analysis, and proficiency in creating Standard Operating Procedures (SOPs) and knowledge base articles. Excellent communication, reporting, team management, and strategic decision-making abilities are key. The role involves working from the office with rotational shifts.