Are you looking to kick-start a new career in the IT Services industry? We have an exciting opportunity for a Service Desk professional who is eager to learn and grow with our team.
In this role, you will be responsible for providing multi-channel support, ensuring quality information capture and resolving low-to-medium complexity contacts. You will also be required to record all calls from the helpline and register the contact in the ticket registration platform (ITSM).
Some of your key responsibilities will include:
Key Responsibilities
* Providing multi-channel support to customers via phone, email, and chat
* Resolving low-to-medium complexity contacts in a timely and efficient manner
* Recording all calls from the helpline and registering the contact in the ticket registration platform (ITSM)
* Attending on-site the incidence of user reporting errors with workstation computer equipment
* Directing each contact (ticket) to the corresponding resolution group for prompt attention
* Advising users seeking support in processes not related to workstation problems
* Receiving and documenting service failures reported by users regarding the attention of the different troubleshooting groups
* Following up on each ticket generated so that it is attended within the levels agreed with each resolving group according to the service catalog
* Reporting in real-time a problem or failure in applications that affects a group of users with the same problem to be attended as a major incident
* Meeting productivity and quality goals
Requirements
To be successful in this role, you will need to possess the following skills and qualifications:
* Advanced English language skills
* Strong communication (verbal and written) Portuguese/English
* Familiarity with ITSM platforms (e.g., ServiceNow, Jira, etc.)
* Experience with remote support tools
* Service Desk previous experience
* Basic understanding of IT infrastructure (Windows OS, Active Directory, networking fundamentals, hardware troubleshooting)
* Ability to follow and adhere to client-defined processes and standards
Benefits
We offer a range of benefits to our employees, including:
* Health insurance
* Dental plan
* Life insurance
* Transportation vouchers
* Meal/food voucher
* Childcare assistance
* Gympass
* TCS Cares – free 0800 that provides psychological assistance (24 hrs/day), legal, social and financial assistance to associates
* Partnership with SESC
* Reimbursement of certifications
* Free TCS Learning Portal – online courses and live training
* International experience opportunity
* Discount partnership with universities and language schools
* Bring Your Buddy – by referring people you become eligible to receive a bonus for each hire
* TCS Gems – recognition for performance
* Xcelerate – free mentoring career platform
At Our Company
We promote an inclusive culture and work towards equity. This applies to gender, people with disabilities, LGBTQIA+, religion, race, ethnicity. All our opportunities are based on these principles. We strive to build a company that respects each person.