Desktop Support Associate-Helpdesk

Req ID: 310966 

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 Desktop Support Associate-Helpdesk to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).

Job Description:  Desktop Support Associate-Helpdesk

· Diagnoses and troubleshoots Level 1 problems encountered with personal computer hardware, software and peripherals

· Answers the help desk line and responds to users’ requests regarding computer systems.

· Acknowledges receipt of all user requests within defined service levels.

· Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information.

· Maintains user information and documentation.

· Participates in ensuring that client requests via the ticketing system are managed to closure.

· Delivers results in support of achieving the organization’s Service Level Agreements.

· Prioritizes work based on time and complexity requirements.

· Exercises sensitivity to due process and proper pacing.

· Routes clients when appropriate to proper support queues.

· May identify opportunities for process improvements that contribute to the achievement of business metric goals.

· Solves problems consistently and completely with minimum supervision.

· Partners with employees to obtain resolution to complex technical issues.

· Performs quality audits.

Qualifications:

· Typically requires 1-2 years relevant experience.

· High School Diploma or equivalent.

· Strong telephone etiquette skills

·Ability to develop business relationships and communicate effectively with the user community.

· Basic trouble shooting skills.

· Basic understanding of the fundamentals of network, server, and desktop administration, installations, upgrades, techniques, tools, and equipment.

· May require industry / internal certifications to applicable role.

· Applies knowledge of client service techniques as required to address problems with PC based tools and products.

· Ability to 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 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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