Helpdesk Analyst (ITIL)

This role focuses on providing technical support and resolving issues for users, ensuring smooth operation of IT systems and services. The Helpdesk Analyst will be responsible for troubleshooting, documenting, and escalating issues as needed, while adhering to ITIL best practices.

Key Responsibilities:

Provide first-level support to end-users, addressing technical issues and requests.
Troubleshoot hardware, software, and network problems.
Document incidents and resolutions accurately in the ticketing system.
Escalate complex issues to higher-level support teams.
Follow ITIL processes for incident management and problem management.
Contribute to knowledge base articles and documentation.
Assist with user onboarding and offboarding tasks.

Requirements/Qualifications:

1 to 4 years of experience in a helpdesk or technical support role.
Strong understanding of ITIL framework and best practices.
Excellent communication and interpersonal skills.
Ability to troubleshoot and resolve technical issues effectively.
Experience with Windows operating systems and common applications.
Familiarity with networking concepts and protocols.
Strong problem-solving skills and attention to detail.

About the Company: NTT Data Services is a global technology and consulting company focused on helping clients transform their businesses through innovative solutions. They provide a wide range of services, including digital transformation, cloud computing, and data analytics.