Analista de suporte

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.

In this role you will: (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
Strong communication (Verbal&Written) Portuguese/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.

Desirable Skills
Conflict management techniques
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?

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 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

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