Delivery Analyst - FieldTech

Req ID: 329921 

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 Delivery Analyst - FieldTech to join our team in CDMX, Ciudad de México (MX-CMX), Mexico (MX).

Responsibilities:

• Provide 1st and 2nd level help desk support, customer service and assistance to the Mexico and remote users.
• Keep tracking of all IT incidents using Service-Now tools - Monitor ticket queue daily; assign and/or resolve tickets.
• Test and implement IT related projects
• Support with computer and mobile installation and configuration according to SPE Standards.
• Provide support in connecting Audio Visual (AV) and Video Conference (VC) equipment.
• Events and screening support
• Perform analysis of customer problems and implements corrective action to restore functionality.
• Maintain ownership and accountability of problems and incidents until resolved and complete.
• Monitor progress on problem resolution and communicate feedback to the customer, as well as to the IT team.
• Adhere to established department policies, standards, procedures, and improvement principles.
• Required to perform new product or upgrade evaluation including thorough documentation of results.
• Participate in team meetings; provide input/solutions to improve efficiency.
• Responsible for installing, configuring appropriate approved IT assets and mobiles during employee onboarding and recovery of the IT assets during employee offboarding,
• Keep the IT assets inventory updated.
• Decommission process to Intel and Mac computers
• Responsible for the e-waste.
• Move IT Assets to different office desks
• Support local and online business events
• Miscellaneous duties including setting up IT infrastructure for new offices, as needed, and other projects, some administrative tasks such as create purchase orders for IT assets and services
• Printer Maintenance (tickets and supplies requests)

Knowledge/Skills/Abilities:

• Strong working knowledge of technical platforms supported in SPE’s environment (Office 365, Windows  11, and MacOS, Service-Now, Intunes, IOS and Android mobile devices).
• Strong working knowledge of Software Installation, Laptop/Desktop/MAC hardware, Computer Configuration.
• Build solid relationships with local users and SPE’s IT team across Latin America
• Strong ability to work in a team with little supervision and transparent communications skills.
• Familiar with current IT security best practices and tools.
• Strong customer service-oriented focus.
• Strong problem-solving skills with ability to implement solutions to multiple difficult problems.
• Strong interpersonal skills are required. Ability to work effectively with team members, clients and other areas of the IT environment.
• Skills in Confidentiality, discretion, good judgement and common sense
• Strong verbal and written communication skills.
• Learn and administer SPE’s Internal Policies and Procedures.
• Working knowledge of continuous process improvement methodologies and customer satisfaction metrics.
• Ability to be flexible and deal with change both internal and external to the organization.
• Understand and promote the direction and vision of the customer service organization.
• Understanding of IT security and network risks.
• Superb time management and the ability to prioritize ever-shifting responsibilities.
• Deliver tasks and projects on time and meeting the expected standards of quality.
• Basic Knowledge of Audio and Video systems.
• Knowledge of project management tools, processes, and principles.
• Be able to lift or move equipment up to 25 pounds
• Fluent in English.

Experience and Education requirements:   

• Bachelor’s degree in Computer Science or related field, or equivalent work experience is required.
• 3+ years of experience in a corporate environment with a strong understanding of customer support needs.

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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

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