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Helpdesk Analyst

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NTT DATA

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Location:
Mexico , Guadalajara

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Helpdesk Analyst will be responsible for facilitating quality management systems and conducting audits of Service Desk agents. The role requires strong Portuguese and English language skills, along with a basic understanding of ITIL concepts and customer service standards. The candidate will also provide training and support to enhance agent performance and customer experience.

Job Responsibility:

  • 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
  • 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

Additional Information:

Job Posted:
May 03, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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