Come to one of the biggest IT Services companies in the world!! Here you can transform your career!Why to join TCS? Here at TCS we believe that people make the difference, that's why we live a culture of unlimited learning full of opportunities for improvement and mutual development. The ideal scenario to expand ideas through the right tools, contributing to our success in a collaborative environment.We are looking for Service Desk Analyst who wants to learn and transform his career.In this role you will: (responsibilities):
Attend all incidents reported by users through the helpline or incident logging platform.
Record all calls from the helpline and register the incident in the ticket registration platform.
Attend on the spot the incidence of the user reporting problems with the Workstation computer equipment.
Direct each incident (ticket) to the corresponding resolution group for prompt attention.
Advise users seeking support in processes not related to workstation problems.
Receive and document service failures reported by users regarding the attention of the different troubleshooting group
Follow up on each ticket generated so that it is attended within the levels agreed with each resolving group according to the service catalog.
Report 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.
Review service levels and proactively execute improvement measures in case of a drop in service performance.Mandatory Skills
Advanced/Fluent English and Spanish
Expertise managing ITSM tools for help desk service
Proactive and assertive
Excellent customer service, interpersonal, communication and team collaboration skills
Having excellent administrative skills is key for the job (punctual and meticulous)
Quick learner, punctual & interested in the progress of ITWhat can you expect from us?• Professional development and constant evolution of your skills, always in line with your interests.
• Opportunities to work outside Brazil
• A collaborative, diverse and innovative environment that encourages teamwork.What do we offer?TCS Benefits – Brazil:
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 PlatformAt TATA Consultancy Services we promote an inclusive culture, we always work for equity. This applies to Gender, People with Disabilities, LGBTQIA+, Religion, Race, Ethnicity. All our opportunities are based on these principles. We think of different actions of inclusion and social responsibility, in order to build a TCS that respects individuality. Come to be a TCSer!#Buildingonbelief