Service Desk Support Specialist

Job description

NTT DATA is a team of more than 190,000 diverse professionals, operating in more than 50 countries throughout the world. The sectors where we have activities include: telecommunications, finance, industry, utilities, energy, public administration and health. Our mission? Offer technological solutions, business, strategy, development and maintenance of applications, while being a benchmark in consulting. All thanks to the collaboration between teams, the human quality of our people and the fact that we do not conform to what is established, we always seek innovation that brings us closer to the future. Our essence has led us to the forefront of technology, breaking paradigms and providing solutions that truly respond to the needs of each client. Our talent has led us to be one of the top 6 technology companies in the world. Because #Greattech, needs #GreatPeople, like you NTT DATA is looking for high-achieving team players that are quickly adaptable to new challenges and entrepreneurial ventures. We are looking for a **Service Desk Support Specialist** to work **onsite** with our global client in **San Jose, Costa Rica.** **Overview:** We are seeking a Service Desk Support Specialist to serve as front-line support, responsible for delivering high-quality customer service while resolving technical issues for users across the organization. This position operates in a 24/7 service center environment and serves as the first point of contact for incoming calls and chats. **Responsibilities:** - Provide first-level support by answering incoming calls and chats and resolving customer technical issues. - Troubleshoot common issues such as password resets, software installations, authentication tools, and device configurations. - Document all interactions and resolutions in the official case management system. - Meet or exceed performance metrics, including call handling and availability, case resolution and completion, and quality assurance and customer satisfaction. - Follow established processes, knowledge articles, and troubleshooting guides to resolve issues. - Escalate cases to appropriate teams when issues cannot be resolved, ensuring detailed documentation is provided. - Stay up to date with knowledge base content, tools, and internal documentation. - Handle both real-time support and follow-up/back-office tasks as needed. - Adapt to changing tools, processes, and business needs in a dynamic environment. - Work flexible shifts (including nights, weekends, and holidays) based on business demand**.** **Requirements:** - 1+ years of customer service experience (call center experience preferred). - Prior technical support experience is a plus. - Must be able to work in a 24/7 environment with flexible shifts (including nights and weekends). - Must have professional proficiency in English. - Ability to follow processes, meet metrics, and work in a structured environment - Ability to learn quickly and apply new technical knowledge. - Basic knowledge of Windows environments and desktop support. - Familiarity with Microsoft 365 tools (Outlook, Teams, OneDrive, etc.). - Exposure to ticketing systems (e.g., ServiceNow) and call handling tools. - Basic understanding of troubleshooting concepts (password resets, software installs, authentication tools, device configuration). - Strong communication and interpersonal skills. - Strong reliability, punctuality, and commitment to training and performance expectations. - High school diploma required; university coursework or degree preferred. **Why NTT DATA?** Empowerment and rewards are the cornerstone of our career development model. We are a young, fast-growing company, with a highly innovative and entrepreneurial spirit, because of this professional experience and growth will be unmatched. Our talent and positive attitude allows us to transform our goals into achievements, and projects into realities. NTT DATA is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. NTT DATA is an Equal Opportunity Employer Male/Female/Disabled/Veteran and a VEVRAA Federal Contractor.