Desktop Support Senior Associate - Helpdesk

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Helpdesk Senior Associate to join our team in Guadalajara, Jalisco, Mexico.

General Duties and Responsibilities

• Position where the individual facilitates quality management system in specific teams under supervision.
• Performs periodic quality audits, quality controls.
• Runs quality reports and provides insights with analytical data.
• In Service Desks working in Hybrid/ Return to office model, performs monitoring of agent calls, with attention to customer experience and technical/functional excellence. Provides on- going, on-the-floor support and facilitates development of agents' technical knowledge and customer interaction skills through conducting of targeted training/ educative programs and activities, continually raising the bar for quality and service levels.
• Collates and publishes metrics data related to quality management system for specific teams.

Responsibilities

• Conducts internal contact audits of Service Desk agents on determined channels on predefined audit criteria and form.
• Ensures findings are logged and tracked to closure.
• Coordinates with stakeholders such as the Service Desk Operations team, training etc. and provides inputs derived from audit results for agent and account performance improvement. Provides feedback to the agent periodically on performance and tracks progress.
• Generates status dashboard and ensures correctness on tools such as MS Excel/ Other. May perform ad-hoc tasks and activities for projects initiated by stakeholders.
• Identify gaps in Quality of work delivered and implement/ recommend remediation.
• Makes amendments to tools, templates, and dashboards.
• Generates status dashboard and ensures correctness.
• May perform tools testing.

Qualifications

• 1-3 years of relevant experience or equivalent combination of education and work experience.
• Language Requirements: Advanced English skills.
• Basic understanding of Infrastructure Services business process.
• Understanding of industry standards of customer service.
• Basic Knowledge of Audit process and possess analytical skills to utilize results.
• Understanding of ITIL concepts of Incident and Request management.
• Demonstrated basic Excel skills.

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.