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 analyst to join our team in guadalajara, jalisco, mexico.
portuguese speaker with advanced english.
c2 portuguese / c1 english.
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 ongoing, on-the-floor support and facilitates development of agents' technical knowledge and customer interaction skills through conducting of targeted training/ educative programs and activities, continually raising the bar for quality and service levels.
* collates and publishes metrics data related to quality management system for specific teams.
responsibilities
* conduct internal contact audits of service desk agents on determined channels on predefined audit criteria and form. Ensures findings are logged and tracked to closure.
* coordinates with stakeholders such as the service desk operations team, training etc. and provides inputs derived from audit results for agent and account performance improvement.
* provides feedback to the agent periodically on performance and tracks progress.
* generates status dashboard and ensures correctness on tools such as ms excel/other.
* may perform ad-hoc tasks and activities for projects initiated by stakeholders.
* identify gaps in quality of work delivered and implement/ recommend remediation.
* makes amendments to tools, templates, and dashboards.
* may perform tools testing.
qualifications
* 1-3 years of relevant experience or equivalent combination of education and work experience.
* language requirements: advanced english skills.
* basic understanding of infrastructure services business process.
* understanding of industry standards of customer service.
* basic knowledge of audit process and possess analytical skills to utilize results.
* understanding of itil concepts of incident and request management.
* demonstrated basic excel skills.
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.
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