Job Description

About NTT DATA
Make this the place where you grow.
As a global leader in business and technology innovation, we work with the best organizations worldwide to deliver solutions that generate significant impact.
With more than 190,000 professionals in more than 70 countries, we combine deep knowledge with a culture that values ​​learning, curiosity and collaboration.
We lead transformation and deliver secure, innovative, industry-specific solutions that drive business growth. Our people drive all of our achievements, thinking big to deliver results while ensuring every voice is heard.

What are we looking for?
IT Services Analyst. / Service Desk / Help Desk

Experience of 2 years or more:
•\ Technical degree or degree in Systems, Telecommunications, Computer Science, Industrial Engineering or similar.
•\ Experience in at least one of these areas:
•\ Service Desk / Help Desk Operation (agent, shift leader, QA, quality monitoring).
•\ N1/N2 technical support in IT.
•\ Quality/audit role in customer service or technical support operations.
•\ Basic knowledge of ITIL / ITSM, Use of ITSM tools (ServiceNow, Jira, Remedy or others), Solid command of Excel, basic knowledge of SQL.

What will your responsibilities be?

•\ Apply the audit model on tickets and calls, verifying compliance with SLA/KPI and defined criteria, and identifying findings, deviations and good practices.
•\ Select and manage audit samples ensuring their representativeness, as well as document and maintain the evidence associated with each case in a clear, traceable and organized manner.
•\ Consolidate results for the preparation of reports and indicators, participate in calibration sessions to ensure consistency in the evaluations and support clarifications on the findings.
•\ Does it require English? Not Required
•\ Mode: Remote
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