About the Role
This is a challenging position that requires leadership and technical skills to manage a helpdesk team. The ideal candidate will have experience in service desk management, problem-solving, and process automation.
Key Responsibilities
* Manage the Helpdesk staff to ensure consistent and high-quality services to customers
* Maintain an effective and efficient help desk tightly linked with customer business objectives
* Ensure continuous improvement of services provided to customers
* Provide Problem Management system support activities
* Implement & maintain staffing and scheduling for Helpdesk
* Single point of contact for all problems
* Monitor the problems to ensure that the Service Level agreements are respected
Requirements
* Systems engineer or technologist, in computer science or related, with experience in management of service desk work teams
* Experience to lead operation with more 3,000 users and 4,000 hosts, 10,000 tickets/month
* Experience to lead process for automation to avoid no complex tickets goes to human attendance
* Experience to create useful knowledge base defining good framework to register, keep up to date these information and lead the team to work for RCA analysis (collect information, raise hands for new problem, finding right sponsor for analysis)
Benefits
* Professional development and constant evolution of your skills
* Opportunities to work outside Brazil
* A collaborative, diverse and innovative environment that encourages teamwork
* 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, legal, social and financial assistance to associates
About Us
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.
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.
We think of different actions of inclusion and social responsibility, in order to build a TCS that respects individuality.
Come to be a part of our team and grow with us.