Helpdesk Analyst

General Summary

Responsible for planning, developing, and delivering technical training programs to enhance the skills and knowledge of Service Desk and Resolution Team personnel. Ensures all training content, materials, and delivery methods align with organizational goals, current technologies, and service quality standards.

Responsible for maintaining training schedules, tracking employee participation, and measuring training effectiveness through performance metrics and feedback analysis.

Continuously evaluates training needs, identifies skill gaps, and implements targeted learning initiatives to improve technical proficiency, troubleshooting accuracy, and customer handling effectiveness.

Collaborates with Service Desk Managers and Team Leaders to ensure training programs support operational performance and SLA achievement. Acts as a subject matter expert in technical processes, tools, and service management systems.

Principal Duties and Responsibilities

Designs, develops, and delivers technical training programs for Service Desk and Resolution Teams.

Conducts onboarding and refresher training for new and existing staff on tools, systems, processes, and customer service best practices.

Works with leadership to assess individual and team training needs using performance data, quality metrics, and feedback.

Develops and maintains comprehensive training documentation, knowledge bases, and e-learning content.

Monitors training effectiveness through assessments, observation, and performance trend analysis, recommending improvements where needed.

Provides real-time coaching and mentoring to improve staff troubleshooting, process adherence, and communication skills.

Ensures training aligns with SLA compliance, ITIL processes, and organizational policies.

Partners with subject matter experts to ensure content accuracy and relevance to current technologies and customer requirements.

Tracks and reports on training attendance, completion rates, certification achievements, and skill progression.

Keeps up-to-date with emerging technologies, tools, and industry best practices to proactively evolve training materials and delivery methods.

Supports continuous improvement initiatives and contributes to problem management and service enhancement programs through skill development.

Maintains training resources, schedules, and platforms, ensuring accessibility and consistency across teams and shifts.

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us atus.nttdata.com

NTT DATA is an equal opportunity employer and considers all applicants without regard to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

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