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NTT DATA · IT - Administration

Helpdesk Analyst

India, Noida Employment contract · Job Posted June 29, 2026

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Job Responsibility

Accurately predicts headcount or production heads required, handle time and staff shrinkage by work type
Identify gaps in coverage and propose new shifts or realignment along with hiring plans
Continuously monitor the performance against the plans and refine and redefine assumptions as and when required
Thorough understanding of all call center metrics and SLA mapping, monitoring and reporting
Proficiency in Advanced Excel and VBA in data modelling along with building WFM dashboards and automations
Expert in manual staffing and forecasting for call centres
Run “what-if” scenarios for operations or other support groups as requested
Implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators
Develop schedules to meet contact volumes and service levels
Utilize specialized software tools to manage and determine optimal staffing requirements, staffing counts, optimal work schedules and meet multi system requirements for service level objectives, forecast staffing levels for multiple call center teams.

Requirements

Advanced Excel/VBA
Planning & scheduling knowledge
Knowledge of Call Centre management best practices
Solution driven and result oriented
Process analytical skills in a call center environment
Ability to create well organized, accurate, and concise material and work documentation
Ability to create and maintain data bases
Strong hands-on knowledge of work force management tools
Graduate degree required
2-5 years prior experience in a Call Center Operations environment with strong understanding of Service Desk operations.

NTT DATA - All Job Offers

Noida

Helpdesk Analyst

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