Helpdesk-Desktop Support- (Hybrid-GDL)

NTT DATA North America; Región Centro; Híbrido; MXN 120.000 - 180.000; Jornada completa

Descripción de la vacante

NTT DATA North America seeks a Helpdesk-Desktop Support Associate for a hybrid role in Guadalajara, Jalisco, MX. You will provide phone/email/chat support for desktops, laptops, peripherals, and software, and diagnose Level 1 issues.

You will log and track tickets, respond within defined SLAs, document user information, and help drive customer satisfaction while building strong user relationships in a fast-paced IT environment.

Formación

• Experience providing Level 1 helpdesk support via phone, email, chat or remote diagnostics.
• Able to document issues and track tickets through resolution.
• Strong communication skills and customer service focus.

Responsabilidades

• Provide telephone/email/chat, online, and remote diagnostic support for desktops, laptops, peripherals, and software.
• Troubleshoot Level 1 problems with PCs, software, and peripherals.
• Answer the helpdesk line and respond to user requests within service levels.
• Initiate service tickets and assist users to provide necessary information.
• Maintain user information and documentation and ensure tickets are closed.
• Contribute to achieving SLAs and build relationships with the user community.

Conocimientos

Customer support

Troubleshooting

Basic networking

Descripción del empleo

Req ID: 380836

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

We are currently seeking a Helpdesk-Desktop Support- (Hybrid-GDL) to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).

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 recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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.

For our EEO Policy Statement, please click here.

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