Service Desk Support Analyst Junior

OverviewCome to one of the biggest IT Services companies in the worldHere you can transform your careerWhy 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 willIn this role you will:Understanding of daily operations and delivery processesApplication / software installation and trouble shootingKnowledge / exposure to ticketing tools (Service Now)Windows system administrationStrong Analytical Skills for TroubleshootingBasic 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 forAnd 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 relationshipGood interpersonal and communication skillsFlexibility and ability to prioritizeAbility to perform in adverse situationsProficiency in English is must with Local LanguageGood analytical and coordination skills are essentialStrong work ethic, combined with the ability to work independentlyKey ResponsibilitiesKey Responsibilities:Provides first support, online investigation and diagnosisResolves and closes incidents/service requests as per help desk procedures & allocated timelinesEscalates unresolved incidents/service requests within agreed timescalesLogs relevant incident/service request details as per processEnsures tickets are always updated until issues are resolvedIdentify issues and route to other teams when necessaryCreates/maintain documentationFollow standard operating procedures as documented in the knowledge management system.Providing training (shadowing) when needed for the new joinersRequires exceptional verbal and written communication skills as well as strong customer service and interpersonal skillsWillingness to work in any shifts including night shiftsAccountable to answer customer requests and assisting customer either by email/chat or over the phoneShould be flexible for voice supportAbility to understand customer issues and route to appropriate teamMust be a strong cross-team collaboratorRequires 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 requirementBasic knowledge about Systems, backup andAbility to drive higher Customer Satisfaction and maintain the defined SLA's and KPI'sFluent Spanish (must have)Advanced English (desirable)Work shift (9AM to 6PM / 12PM to 9PM)Key WordsKey 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 insuranceDental PlanLife insuranceTransportation vouchersMeal/Food VoucherChildcare assistanceGympassTCS Cares – free **** that provides psychological assistance (24 hrs/day), legal, social and financial assistance to associatesPartnership with SESCReimbursement of CertificationsFree TCS Learning Portal – Online courses and live trainingInternational experience opportunityDiscount Partnership with Universities and Language SchoolsBring Your Buddy – By referring people you become eligible to receive a bonus for each hireTCS Gems – Recognition for performanceXcelerate – Free Mentoring Career PlatformTata 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.Building on beliefRGS - ********#J-*****-Ljbffr