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**Req ID**: We are currently seeking a Desktop Support Associate-Helpdesk to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).- Diagnoses and troubleshoots Level 1 problems encountered with personal computer hardware, software and peripherals.- 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**About NTT DATA
