NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Delivery Analyst - FieldTech to join our team in CDMX, Ciudad de México (MX-CMX), Mexico (MX).

Responsibilities:

• Provide 1st and 2nd level help desk support, customer service and assistance to the Mexico and remote users.
• Keep tracking of all IT incidents using Service-Now tools - Monitor ticket queue daily; assign and/or resolve tickets.
• Test and implement IT related projects
• Support with computer and mobile installation and configuration according to SPE Standards.
• Provide support in connecting Audio Visual (AV) and Video Conference (VC) equipment.
• Events and screening support
• Perform analysis of customer problems and implements corrective action to restore functionality.
• Maintain ownership and accountability of problems and incidents until resolved and complete.
• Monitor progress on problem resolution and communicate feedback to the customer, as well as to the IT team.
• Adhere to established department policies, standards, procedures, and improvement principles.
• Required to perform new product or upgrade evaluation including thorough documentation of results.
• Participate in team meetings; provide input/solutions to improve efficiency.
• Responsible for installing, configuring appropriate approved IT assets and mobiles during employee onboarding and recovery of the IT assets during employee offboarding,
• Keep the IT assets inventory updated.
• Decommission process to Intel and Mac computers
• Responsible for the e-waste.
• Move IT Assets to different office desks
• Support local and online business events
• Miscellaneous duties including setting up IT infrastructure for new offices, as needed, and other projects, some administrative tasks such as create purchase orders for IT assets and services
• Printer Maintenance (tickets and supplies requests)

Knowledge/Skills/Abilities:

• Strong working knowledge of technical platforms supported in SPE's environment (Office 365, Windows 11, and MacOS, Service-Now, Intunes, IOS and Android mobile devices).
• Strong working knowledge of Software Installation, Laptop/Desktop/MAC hardware, Computer Configuration.
• Build solid relationships with local users and SPE's IT team across Latin America
• Strong ability to work in a team with little supervision and transparent communications skills.
• Familiar with current IT security best practices and tools.
• Strong customer service-oriented focus.
• Strong problem-solving skills with ability to implement solutions to multiple difficult problems.
• Strong interpersonal skills are required. Ability to work effectively with team members, clients and other areas of the IT environment.
• Skills in Confidentiality, discretion, good judgement and common sense
• Strong verbal and written communication skills.
• Learn and administer SPE's Internal Policies and Procedures.
• Working knowledge of continuous process improvement methodologies and customer satisfaction metrics.
• Ability to be flexible and deal with change both internal and external to the organization.
• Understand and promote the direction and vision of the customer service organization.
• Understanding of IT security and network risks.
• Superb time management and the ability to prioritize ever-shifting responsibilities.
• Deliver tasks and projects on time and meeting the expected standards of quality.
• Basic Knowledge of Audio and Video systems.
• Knowledge of project management tools, processes, and principles.
• Be able to lift or move equipment up to 25 pounds
• Fluent in English.

Experience and Education requirements:

• Bachelor's degree in Computer Science or related field, or equivalent work experience is required.
• 3+ years of experience in a corporate environment with a strong understanding of customer support needs.