Helpdesk Analyst - ITIL

Role Overview NTT DATA is seeking a Helpdesk Analyst - ITIL to join our Service Desk team in Bangalore. You will provide L2 technical guidance, identify and resolve reported problems, and support team operations. Join us to help manage incident processes and ensure excellent service delivery for our international clients. Key Responsibilities - Provide L2 technical guidance and research to resolve issues via phone, email, and chat. - Perform problem identification, prioritization, isolation, and follow-up. - Act as a supportive liaison between customers and client infrastructure teams. - Support service operations and analyze ticket queues for improvement. - Follow ITIL best practices for Incident Request Management procedures. - Troubleshoot Windows OS, PC hardware, Microsoft Office, and COTS applications. Required Qualifications - Graduate degree, with B.Tech, B.E, or technical degree preferred. - Minimum of 1 year of experience in international calling and customer support. - Good comprehension writing skills and excellent customer handling capabilities. - Strong knowledge of ITIL processes, PC hardware, and Windows troubleshooting. - Comfort working in a 24x7 rotational shift support window. Why Join Us At NTT DATA, you will work with a global Top Employer that values your ideas and supports your career progression. Leverage our training resources to expand your L2 systems support expertise.