Helpdesk Analyst-ITIL

Job Summary

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.
• Strong 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.