Analista de suporte

Direct message the job poster from Tata Consultancy Services PCD | Tech Recruiter | IT Recruiter | Talent Acquisition | SAP Tech Recruiter | Salesforce | Oracle | Gen AI | Mastersaf | Mulesoft | Mendix 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 Analista de Suporte who wants to learn and transform his career. Responsibilities Provide multi-channel support, ensuring quality information capture and resolving low - to medium-complexity contacts. Record all calls from the helpline and register the contact in the ticket registration platform (ITSM). Attend on the spot the incidence of the user reporting errors with the Workstation computer equipment. Direct each contact (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 groups. 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. Meet productivity and quality goals. Follow and adhere to client-defined processes and standards. Mandatory Skills Advanced 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. Knowledge of ITIL principles Experience in multinational environments or supporting global teams. Familiarity with Service Desk KPIs Exposure to quality assurance practices. What 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? Health insurance Life insurance 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 performanceXcelerate – Free Mentoring Career Platform At 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 Seniority level Associate Employment type Full-time Job function Information Technology Industries IT System Training and Support Referrals increase your chances of interviewing at Tata Consultancy Services by 2x Sign in to set job alerts for “Support Analyst” roles. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr