Overview ntt data services is seeking a helpdesk analyst to join our team in guadalajara, jalisco, mexico. Portuguese speaker with advanced english. C2 portuguese / c1 english. Responsibilities facilitate quality management system in specific teams under supervision. Perform periodic quality audits and quality controls. Run quality reports and provide insights with analytical data. In service desks operating in hybrid/return to office model, monitor agent calls with attention to customer experience and technical/functional excellence. Provide ongoing on-the-floor support and facilitate development of agents' technical knowledge and customer interaction skills through targeted training/educative programs and activities, continually raising the bar for quality and service levels. Collate and publish metrics data related to the quality management system for specific teams. Conduct internal contact audits of service desk agents on determined channels and predefined audit criteria; log and track findings to closure. Coordinate with stakeholders (service desk operations, training, etc.) and provide inputs derived from audit results for agent and account performance improvement. Provide feedback to agents on performance and track progress. Generate status dashboards and ensure correctness in tools such as ms excel. May perform ad-hoc tasks for projects initiated by stakeholders. Identify gaps in quality of work delivered and implement or recommend remediation. Makes amendments to tools, templates, and dashboards. Generate status dashboards and ensure correctness. 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 processes. Understanding of industry standards of customer service. Basic knowledge of the audit process and analy