Service Desk Support Specialist

About the role

NTT DATA is seeking a Service Desk Support Specialist to join its on‑site team in San Jose, Costa Rica. You will be the first point of contact for users, handling calls and chats in a 24/7 service center while delivering high‑quality technical assistance.

Key responsibilities

• Answer incoming calls and chats, providing first‑level support and resolving technical issues.
• Troubleshoot common problems 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 for call handling, case resolution, quality assurance, and customer satisfaction.
• Escalate unresolved cases to appropriate teams with detailed documentation.
• Stay current with knowledge‑base content, tools, and internal documentation.
• Perform both real‑time support and follow‑up/back‑office tasks as needed.
• Adapt to changing tools, processes, and business needs.

Required profile

• Minimum 1 year of customer service experience (call‑center experience preferred).
• Ability to work flexible shifts, including nights, weekends, and holidays, in a 24/7 environment.
• Professional proficiency in English.
• Strong adherence to processes, metrics, and structured work environments.
• Quick learner with the ability to apply new technical knowledge.

Required skills

• Basic knowledge of Windows environments and desktop support.
• Familiarity with Microsoft 365 tools, especially Outlook.