Desktop Support Senior Associate - Helpdesk

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, Mexico.

General Duties and Responsibilities

• Position where the individual facilitates quality management system in specific teams under supervision.
• Performs periodic quality audits, quality controls.
• Runs quality reports and provides insights with analytical data.
• In Service Desks working in Hybrid/ Return to office model, performs monitoring of agent calls, with attention to customer experience and technical/functional excellence. Provides on- going, on-the-floor support and facilitates development of agents' technical knowledge and customer interaction skills through conducting of targeted training/ educative programs and act...