Job Description
Come to a dynamic IT Services environment where you can transform your career.
We are looking for a Service Desk Agent who wants to learn and grow with us.
In this role, you will be responsible for:
* Responding to incidents reported by users through the helpline or incident registration platform;
* Logging all helpline calls and logging the incident on the ticket registration platform;
* Attending to user's incidence reporting problems with computer equipment or Workstation;
* Forwarding each incident (ticket) to the corresponding resolution group for prompt service;
* Advising users seeking support on processes unrelated to workstation issues;
* Receiving and documenting service failures reported by users regarding the service of different problem-solving groups;
* Monitoring each ticket generated so that it is attended within the levels agreed with each resolution 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 treated as a major incident;
* Reviewing service levels and proactively executing improvement measures in the event of a drop in service performance;
Requirements:
* Good communication skills in advanced Portuguese/English;
* A strong commitment to providing excellent service;
* A track record of working with infrastructure and AMS;
What We Offer:
* Professional development and constant evolution of your skills, always in accordance with your interests;
* Opportunities to work outside Brazil;
* A collaborative, diverse, and innovative environment that encourages teamwork;
* TCS Benefits – Brazil, including 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, and Xcelerate;
At TCS, we promote an inclusive culture that values diversity, equity, and social responsibility. We believe in creating a workplace that respects individuality and fosters a sense of belonging.
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