Helpdesk Associate - Full Time

NTT DATA, Inc.; Guadalajara; Presencial; USD 20,000 - 40,000; Jornada completa

Descripción de la vacante

Join a forward-thinking organization as a Helpdesk Associate in Guadalajara, where you will be at the forefront of providing exceptional technical support. In this role, you will troubleshoot and resolve Level 1 issues, ensuring users have a seamless experience with their technology. You will engage with users, manage service requests, and contribute to process improvements that enhance service delivery. This dynamic position offers a chance to grow within a global leader in business and technology services, where innovation and collaboration are at the core of the company culture. If you are passionate about technology and customer service, this is the opportunity for you!

Formación

• 1-2 years of relevant experience required.
• Strong communication and telephone etiquette skills necessary.

Responsabilidades

• Diagnoses and troubleshoots Level 1 problems with hardware and software.
• Answers help desk line and initiates service orders for user requests.

Conocimientos

Telephone Etiquette

Communication Skills

Basic Troubleshooting

Problem Solving

Customer Service

Educación

High School Diploma or equivalent

Herramientas

Ticketing System

Descripción del empleo

NTT DATA 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 Associate - Full Time to join our team in Guadalajara, México (MX-MEX), Mexico (MX).

Responsibilities:

1. Diagnoses and troubleshoots Level 1 problems encountered with personal computer hardware, software and peripherals.
2. Answers the help desk line and responds to users’ requests regarding computer systems.
3. Acknowledges receipt of all user requests within defined service levels.
4. Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information.
5. Maintains user information and documentation.
6. Participates in ensuring that client requests via the ticketing system are managed to closure.
7. Delivers results in support of achieving the organization’s Service Level Agreements.
8. Prioritizes work based on time and complexity requirements.
9. Exercises sensitivity to due process and proper pacing.
10. Routes clients when appropriate to proper support queues.
11. Identifies opportunities for process improvements that contribute to the achievement of business metric goals.
12. Solves problems consistently and completely with minimum supervision.
13. Partners with employees to obtain resolution to complex technical issues.
14. Performs quality audits.

Minimum Requirements:

1. Typically requires 1-2 years relevant experience.
2. High School Diploma or equivalent.
3. Strong telephone etiquette skills.
4. Ability to develop business relationships and communicate effectively with the user community.
5. Basic troubleshooting skills.
6. Basic understanding of the fundamentals of network, server, and desktop administration, installations, upgrades, techniques, tools, and equipment.
7. May require industry/internal certifications to applicable role.
8. Ability to perform general office requirements.
9. Must be able to perform essential responsibilities with or without reasonable accommodations.

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 at us.nttdata.com.

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.This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. 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.