Desktop Support Associate-Helpdesk

NTT DATA North America; Región Centro; Presencial; MXN 201.000 - 335.000; Jornada completa

Descripción de la vacante

NTT DATA North America seeks a Helpdesk Associate in Guadalajara, Jalisco, Mexico to provide first-line technical support for desktops, laptops, peripherals and software.

You will handle phone/email/chat support, create tickets, document user information, and work to meet SLA targets while building strong relationships with users.

Formación

• Diagnose and troubleshoot Level 1 PC hardware, software, and peripherals.
• Answer helpdesk line and respond to user requests about computer systems.
• Develop basic understanding of customer service techniques and communicate with users.

Responsabilidades

• Diagnoses and resolves Level 1 PC hardware, software, and peripherals issues.
• Receives, logs, and routes user requests via the ticketing system.
• Maintains user information and documents requests accurately.
• Supports SLAs by delivering timely, quality helpdesk responses.
• Builds effective relationships with users and communicates clearly.

Conocimientos

Troubleshooting

Communication

Customer service

Phone support

Herramientas

Network fundamentals

Server administration

Desktop administration

Descripción del empleo

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us.

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

NTT DATA Services currently seeks a “Helpdesk Associate” to join our team. The Helpdesk Associate will be responsible for providing telephone/email/chat, online, and remote diagnostic technical support of desktops, portables, peripherals, and software.

• Diagnoses and troubleshoots Level 1 problems encountered with personal computers hardware, software and peripherals.
• Answers the helpdesk line and responds to users requests regarding computer systems
• Acknowledges receipt of all users request within defined service levels.
• Initiates service orders (tickets) for all users requests, assisting user as necessary to provide appropriate information.
• Maintains user information and documentation
• Participates in ensuring that customer requests via the ticketing system are managed to closure.
• Delivers results in support of achieving the organization's Service Level Agreements
• Ability to develop business relationships and communicate effectively with the user community
• Basic Troubleshooting skills
• Basic understanding of the fundamental of network, server, and the desktop administration, installations, upgrades, techniques, tools, and equipment
• Applies basic understanding of customer service techniques as required to address problems with PC based tools and products.
• Ability to physically perform general office requirements
• Must be able to perform essential responsibilities with or without reasonable accommodations.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us.

NTT DATA is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

For our EEO Policy Statement, please click here.

If you'd like more information on your EEO rights under the law, please click here.

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