**Req ID**: ******
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 versátil 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.
LI-LATAM
**About NTT DATA

📌 Delivery Analyst - Fieldtech (Xico)
🏢 Ntt Data
📍 Xico