Desktop Support Senior Associate

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:In this role you will be responsible for:

• 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...