Desktop Support Associate-Helpdesk

**Req ID**: 310971

We are currently seeking a Desktop Support Associate-Helpdesk to join our team in Guadalajara, Guanajuato (MX-GUA), Mexico (MX).
Advises and assists users over the phone and electronically in solving problems related to hardware, software, networks and peripherals using available technology.
Screens, diagnoses, researches 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.
- These individuals have a working knowledge of one technical skill.
- They work on routine and nonroutine matters.
- They handle routine questions and issues, referring complex or unexpected matters to higher level employees for assistance.
- They may regularly interact with customers and first-line management.
- Diagnoses and troubleshoots Level 1 problems encountered with personal computer hardware, software andperipherals.
- Answers the help desk line and responds to users' requests regarding computer systems.
- Acknowledges receipt of all user requests within defined service levels.
- Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information.
- Maintains user information and documentation.
- Participates in ensuring that client requests via the ticketing system are managed to closure.
- Delivers results in support of achieving the organization's Service Level Agreements.
- Prioritizes work based on time and complexity requirements.
- Exercises sensitivity to due process and proper pacing.
- Routes clients when appropriate to proper support queues.
- May identify opportunities for process improvements that contribute to the achievement of business metric goals.
- Solves problems consistently and completely with minimum supervision.
- Partners with employees to obtain resolution to complex technical issues.
- Performs quality audits
- Typically requires 1-2 years relevant experience.
- High School Diploma or equivalent
- Strong telephone etiquette skills
- Ability to develop business relationships and communicate effectively with the user community.
- Basic trouble shooting skills.
- Basic understanding of the fundamentals of network, server, and desktop administration, installations, upgrades, techniques, tools, and equipment.
- May require industry / internal certifications to applicable role.
- Applies knowledge of client service techniques as required to address problems with PC based tools and products.
- Ability to perform general office requirements.
- Must be able to perform essential responsibilities with or without reasonable accommodations.
- Non-Exempt.
- Detects and logs defects found while performing testing.
- Tracks defects and helps to troubleshoot errors.
- Performs feature testing on feature branches before merging to main branch.
- Performs regression testing on release builds to ensure no breakage with newly integrated code.
- Performs production checkout testing to ensure deployment to production was successful.
- Suggests Continuous Improvement measures to optimize QA processes.
- Participate with entire team in Scrum cadences to encourage synergy.
- Minimum 2 years of QA testing experience.
- At least 2 years of Manual testing experience.
- At least 2 years of exposure to Agile software development methodology and Scrum implementation.
- At least 2 years of Experience with issue tracking software such a Jira.
- Good knowledge of SQL such as being able to execute select queries.
**About NTT DATA