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. The role provides first‑line technical assistance to internal users, handling calls and chats in a 24/7 service centre environment.

Key responsibilities

• Answer incoming calls and chat requests, delivering prompt first‑level support.
• Troubleshoot common issues such as password resets, software installations, authentication tools and device configurations.
• Document all interactions and resolutions in the case management system.
• Meet performance metrics for call handling, case resolution, quality assurance and customer satisfaction.
• Escalate unresolved cases to appropriate teams with detailed documentation.
• Maintain up‑to‑date knowledge of internal tools, knowledge‑base articles and processes.
• Perform follow‑up and back‑office tasks as required.

Required profile

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

Required skills

• Basic knowledge of Windows operating systems and desktop support.
• Familiarity with Microsoft 365 suite, including Outlook.