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Helpdesk Senior Associate

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Date: Aug 8, 2022

Location: Guadalajara, JAL, MX

Company: NTT DATA Services

Req ID: 189268 

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

Role Overview
The Helpdesk Senior Associate advises and assists users over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, research, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users.

Role Responsibilities

  • Manages customer interactions & records reported issues in the ITSM
  • Identifies issues, apply fixes and investigate root causes using internal instructions.
  • Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and e-mail
  • Screens, refers and diagnoses internal inquiries and work requests relating to PC maintenance
  • Participates in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner
  • Answers the customers' contacts via agreed channels and record reported issues.
  • Identifies issues, apply fixes and investigate root causes using processes & industry knowledge
  • Acts as coach & an escalation point for less experienced colleagues
  • Ideally University education, preferably technical degree or Microsoft certifications 
  • Experience working on Microsoft Operating Systems local & remote administration and Microsoft Office family applications is a plus
  • Experience of providing remote IT support
  • Excellent communication and customer service skills
  • This position is only available to those interested in direct staff employment opportunities with NTT DATA Services, Inc. or its subsidiaries.

Key Skills
Ideally University education, preferably technical degree, or Microsoft certifications
Awareness of Microsoft Operating Systems local and remote administration and Microsoft Office family applications
Experience of providing remote IT support is an advantage
Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills
Excellent communication and customer service skills
Good English Reading and Writing
Flexibility to work shifts if required


Our people are the most critical component of our long-term success and their health and wellbeing are our priority.
You will enjoy a comprehensive, locally competitive benefits package
Working for a top 5 company in the industry worldwide
Company culture focused on the employee wellbeing
The opportunity to grow a career in Monitoring/Infrastructure
Learning & Development platforms

Competitive Salary & Benefits

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 considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

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