IT Service Management Professional

Há 7 dias


Londrina, Paraná, Brasil Tata Consultancy Services Tempo inteiro
Unlock Your Potential with Tata Consultancy Services

We are looking for a highly skilled IT Service Management Professional to join our team. In this role, you will have the opportunity to work in a collaborative environment and contribute to our success.

About the Role:
  • You will be responsible for managing the Helpdesk staff to ensure consistent and high-quality services to customers in line with all SLAs and KPIs.
  • Maintain an effective and efficient help desk tightly linked with customer business objectives.
  • Ensure continuous improvement of services provided to customers.
  • Provide Problem Management system support activities.
  • Ensure operational excellence of the Helpdesk.
  • Implement & maintain staffing and scheduling for Helpdesk.
Requirements:
  • A systems engineer or technologist 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 leading operations with over 3,000 users and 4,000 hosts, handling 10,000 tickets per month.
  • Experience leading process automation to avoid complex tickets going to human attendants.
  • Advanced/Fluent English.
What We Offer:
  • TCS Benefits – Brazil: Health insurance, dental plan, life insurance, transportation vouchers, meal/food voucher, childcare assistance, Gympass, TCS Cares (24-hour psychological assistance), partnership with SESC, reimbursement of certifications, free TCS Learning Portal, international experience opportunities, discount partnerships with universities and language schools, Bring Your Buddy (referral bonus), TCS Gems (performance recognition), Xcelerate (free mentoring career platform).
  • An estimated salary range of R$12,000-R$25,000 per month, depending on qualifications and experience.


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