We are looking for a highly skilled Service Desk Agent to join our team. This role involves providing exceptional customer service and technical support to our users.
Key Responsibilities:
* Incident Management: Respond promptly to incidents reported by users through the helpline or incident registration platform, and log all calls and incidents accordingly.
* Ticket Forwarding: Forward each incident (ticket) to the corresponding resolution group for prompt service.
* User Support: Advise users seeking support on processes unrelated to workstation issues.
* Problem Solving: Receive and document service failures reported by users regarding the service of the different problem-solving groups.
* Monitoring and Reporting: Monitor each ticket generated so that it is attended within the levels agreed with each resolution group according to the service catalog, and report in real-time any problems or failures in applications that affect a group of users with the same problem.
Requirements:
* Communication Skills: Good communication in advanced Portuguese/English.
* Customer Service: Ability to provide excellent customer service and handle multiple requests simultaneously.
* Infrastructure Knowledge: Experience working with infrastructure and AMS.
Benefits:
* Professional Development: Opportunities for professional development and constant evolution of your skills, always in accordance with your interests.
* Culture and Environment: Collaborative, diverse, and innovative environment that encourages teamwork.
* Well-being: Health Plan, Dental Plan, Life Insurance, Transportation Voucher, Meal/Food Voucher, Auxílio Creche, Gympass, TCS Cares, Partnership with SESC, Certification Reimbursement, TCS Free Learning Portal, Opportunity for international experience, Discount Partnership with Universities and Language Schools, Bring Your Buddy, TCS Gems, Xcelerate.
What We Offer:
TCS promotes an inclusive culture, we always work for equity. This applies to Gender, People with Disabilities, LGBTQIA+, Religion, Race, Ethnicity, that is, all our opportunities are worked with these principles. We think of various inclusion and social responsibility actions, in order to build a TCS that respects individuality.
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