Service Desk Lead

1 semana atrás

Londrina, Brasil Tata Consultancy Services Tempo inteiro

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 Lead, who wants to learn and transform his career.

In this role you will:

  • To Manage the Helpdesk staff to ensure consistent and high-quality services to the customer in line with all SLAs and KPIs
  • To maintain an effective and efficient help desk tightly linked with customer business objectives.
  • Ensure continuous improvement of services provided to customer.
  • Provide Problem Management system support activities.
  • Ensure operational excellence of the Helpdesk.
  • Implement & maintain staffing and scheduling for Helpdesk


And much better if you stand out for:

  • Systems engineer or technologist, in computer science or related, with experience in management of service desk work teams, who meets the satisfaction levels of the support service and the deliverables necessary for service measurement, maintenance, provisioning and optimization
  • 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 attendant
  • English Advanced/fluent.


Desirable Skills:

Good understanding of creating runbooks

Good communication at managerial level

Motivate team to improve operation

Keep team to work for the best all time

Organized and keep track of KPIs on-hands .

>>>


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
  • Tata Consultancy Services is an equal opportunity employer, our commitment to diversity & inclusion drives our efforts to provide equal opportunity to all candidates who meet our required knowledge & competency needs, irrespective of any socio-economic background, race, color, national origin, religion, sex, gender identity/expression , age, marital status, disability, sexual orientation or any others. We encourage anyone interested to build a career in TCS to participate in our recruitment & selection process.
  • 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 each person. Our motto is Inclusion without exception.


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


#Buildingonbelief

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