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Application Support Analyst

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Date: Nov 28, 2021

Location: Guadalajara, JAL, MX

Company: NTT DATA Services

Req ID: 153924 

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 Application Support Analyst to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).

Responsibilities

  • The Application Support Analyst is responsible to receive tickets from the L1 service desk and perform diagnostics, resolve incidents/requests, and implement corrective actions
  • Incidents that are not resolved by the Application Support Analyst will be routed to the Level 2 support team for resolution or as per the KBA defined.
  • Resolve incidents and requests associated with customers business applications, and provide break/fix support, advice, and assistance to authorized users. The resolution steps will follow existing runbooks provided by L2/L3 support teams.
  • Route / reassign tickets to other levels of support, as required if miss-assignment occurs, work with Level 2 and 3 Support staff and onsite vendors (as appropriate) to resolve incidents and service requests.
  • Triage between resolver groups and end user and work towards ticket resolution.
  • Update the ITSM Tool fields and knowledge articles upon successful resolution of the Incident.
  • Escalate repeat issues to the appropriate service organization to allow root cause analysis to be performed and resolution to be driven.
  • Support creation and maintenance of knowledge base management system.

Basic Qualifications

  • The ideal candidate should hold a degree in Computer Science or related field.
  • Min 3-5 years of experience in a technical (Level 1, Level 2) support role at a software house and/or a trading company
  • Knowledge of identifying and troubleshooting issues related to COTS applications
  • Working knowledge of MS Office suite & Skype for business
  • Knowledge in ITSM tools preferred

Key Skills

  • Strong communication skills
  • Strong customer service focus
  • Strong knowledge of entire support ecosystem
  • Heavy critical thinking for focused accurate escalation
  • Organizational and technology understanding

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. To learn more, please visit https://us.nttdata.com/en/about-us/content/diversity-and-inclusion. Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email EEOOfficer@nttdata.com for assistance.


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