IT Service Desk Coordinator

4 semanas atrás

Londrina, Paraná, Brasil Tata Consultancy Services Tempo inteiro
IT Service Desk Coordinator Job Description

We are seeking an IT Service Desk Coordinator to join our team at Tata Consultancy Services. As an IT Service Desk Coordinator, you will be responsible for coordinating the processing of incoming requests to the Service Desk via all methods to ensure courteous, timely and effective resolution of end user issues, based on issue priority.

Key Responsibilities:

  • Coordinates the processing of incoming requests to the Service Desk via all methods to ensure courteous, timely and effective resolution of end user issues, based on issue priority.
  • Triage work orders to the appropriate IT Services staff member based on role, work order load and location proximity to the issue.
  • Escalate work orders to second level IT support and third level IT support as required.
  • Analyze performance of Service Desk activities and documented resolutions against service level agreements.
  • Identify problem areas and devise and deliver solutions to enhance quality of service and to prevent future problems.
  • Develop help sheets, solutions and FAQ lists for end users.
  • Develop standard operating procedures for IT support staff that outline how problems are identified, documented, assigned and corrected.
  • Develop request handling and escalation policies and procedures.
  • Alert management to emerging trends in incidents.
  • Track and analyze trends in the Service Desk and generate statistical reports.
  • Generate reports based on service level agreements and required metrics.
  • Assist in providing first level support to end users when volumes are high; May be required to act in the role of an IT Technician II as demand requires. Will be required to participate in the on-call rotation.
  • Maintain strict confidentiality of information that may be disclosed when working on users' systems.
  • Perform other related duties, as assigned.

Requirements:

  • English/Spanish Advanced
  • Active Directory (AD DS), Desktop Management, Remote Access, O365, ServiceNow; Customer Service, ITIL Certified and Leadership skills

What 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.

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