Helpdesk Analyst Job at NTT DATA (Guadalajara)

Helpdesk Analyst

NTT DATA

Location:
Mexico , Guadalajara

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Helpdesk Analyst role at NTT DATA Services involves facilitating quality management systems and conducting audits to ensure high standards of customer service. The position requires a Portuguese speaker with advanced English skills and 1-3 years of relevant experience. Responsibilities include monitoring agent performance, providing training, and generating reports to improve service levels. The role supports a hybrid work model and emphasizes analytical skills and customer experience.

Job Responsibility:

Facilitates quality management system in specific teams under supervision
Performs periodic quality audits, quality controls
Runs quality reports and provides insights with analytical data
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 activities
Collates and publishes metrics data related to quality management system for specific teams
Conducts 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
Generates status dashboard and ensures correctness
May perform tools testing

Requirements:

Portuguese speaker with advanced English
C2 Portuguese/C1 English
1-3 years of relevant experience or equivalent combination of education and work experience
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

Additional Information:

Job Posted:
March 20, 2026

Work Type:

Hybrid work

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