Service Desk Support Analyst Junior

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 Service Desk N1 Jr who wants to learn and transform his career. In this role you will: Understanding of daily operations and delivery processes Application / software installation and trouble shooting Knowledge / exposure to ticketing tools (Service Now) Windows system administration Strong Analytical Skills for Troubleshooting Basic hardware, operating system & software knowledge of laptops, desktops & mobile devices, etc. Working knowledge of supporting computer peripherals, like printers, scanners, handhelds, etc. Should have knowledge on basic desktop issues, printer installations, AD, Exchange, Hardware issues, Wireless issues. And much better if you stand out for: Previous experience in Support Desk teams (Candidates who have previously worked in a technical support environment with good OS knowledge preferred) Clear and strong customer focus and relationship Good interpersonal and communication skills Flexibility and ability to prioritize Ability to perform in adverse situations Proficiency in English is must with Local Language Good analytical and coordination skills are essential Strong work ethic, combined with the ability to work independently Key Responsibilities: Provides first support, online investigation and diagnosis Resolves and closes incidents/service requests as per help desk procedures & allocated timelines Escalates unresolved incidents/service requests within agreed timescales Logs relevant incident/service request details as per process Ensures tickets are always updated until issues are resolved Identify issues and route to other teams when necessary Creates/maintain documentation Follow standard operating procedures as documented in the knowledge management system. Providing training (shadowing) when needed for the new joiners Requires exceptional verbal and written communication skills as well as strong customer service and interpersonal skills Willingness to work in any shifts including night shifts Accountable to answer customer requests and assisting customer either by email/chat or over the phone Should be flexible for voice support Ability to understand customer issues and route to appropriate team Must be a strong cross-team collaborator Requires the ability to thrive in a demanding, fast paced 24*7*365 operations support environment, which may occasionally require working after normal business hours or weekends. Candidates might need to extend support during Week Offs depending on the business requirement Basic knowledge about Systems, backup and Ability to drive higher Customer Satisfaction and maintain the defined SLA's and KPI's Fluent Spanish (must have) Advanced English (desirable) Work shift (9AM to 6PM / 12PM to 9PM) Key Words: Service Desk, Suporte Técnico N1, Atendimento ao Usuário, ITIL, Gestão de Incidentes, Ambiente Windows, Office 365, Ferramentas de Chamados, Noções emHardware e Periféricos, Suporte Remoto >>> 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 RGS