Helpdesk Senior Associate – Desktop Support Senior Associate Location: Guadalajara, Jalisco, Mexico – Remote work available. Responsibilities Provide Level 1 support for hardware and Microsoft Office packages. Answer technical support calls and provide troubleshooting guidance. Document troubleshooting steps and detailed description of customer incidents and requests. Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions. Assist with quality management system activities including audits, reports, and metrics for service desk teams. Monitor agent calls and ensure customer experience and technical excellence. Qualifications Availability to work 45 hours per week – willing to work any shift. Advanced English language proficiency (Portuguese and Spanish optional). Minimum 6 months of experience in customer service or helpdesk support. Experience with Microsoft Office and basic hardware troubleshooting. Experience in a call center environment, preferably with 1 year of service desk experience. Strong communication, interpersonal skills and ability to listen and respond accurately. Basic knowledge of ITIL concepts of incident and request management. Proficient typing speed and basic Excel skills. Benefits Competitive salary. Grocery tickets. 12 % of base salary bonus. 30 days Christmas bonus. 12 days of vacation. 50 % vacation bonus. 5 personal days per year. Medical insurance (you and your family). Life and dental insurance. Discounts with selected optics. Opportunity to grow in the company. Additional savings funds. Equal Opportunity Employer NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran status, sexual orientation, gender identity, or any other class protected by law. #J-18808-Ljbffr