Analista de Service Desk

Tata Consultancy Services; Londrina; On-site; BRL 36,000 - 60,000; Full time

Job summary

Tata Consultancy Services Limited is seeking a Service Desk Bilingual Professional in Londrina, Brazil. The role focuses on 1st line IT support, handling customer requests via email and self-service, and resolving incidents with empathy and efficiency.

Ideal candidates will have fluent English, strong problem-solving skills, and a customer-service mindset. This position offers ongoing learning opportunities and a collaborative team environment in a dynamic IT services setting.

Qualifications

• Fluent English for customer communication and ticket resolution.
• Strong communication and analytical thinking skills.
• Problem-solving and proactive issue identification.
• Experience in IT service desk and application maintenance.
• Attention to detail and accuracy in documentation.
• Willingness to learn and adapt to changing procedures.
• Team player with good collaboration skills.

Responsibilities

• Receiving customer and internal requests related to IT services at the 1st support level via email or self-service portal.
• Reading/listening to problem descriptions and information needs with empathy and risk awareness.
• Documenting all necessary information in the ticketing system.
• Creating, following up, and updating tickets and assigning priorities/categories.
• Interpreting information to determine action to resolve incidents or fulfill requests.
• Providing status and resolution information to requestors and stakeholders.

Skills

Strong communication

English fluency

Problem solving

Customer service

Attention to detail

Team player

Probing to identify issues

Education

University degree in IT or related field

Tools

ServiceNow

Windows OS

Office365

Citrix

Active Directory

SQL/databases

Job description

We are looking for a Service Desk Bilingual Professional

Desired Competencies

Must Have

1. Strong communication skills
2. Language skills English Advanced or Fluent (customer communication, ticket resolution and main responsibilities will be conducted in English).
3. Problem-solving and analytical thinking skills
4. Effective probing to quickly identify the heart of end-user problems
5. Experience working in application maintenance and customer service
6. Passion and strong interest in IT
7. Good understanding of database structures, queries and tools
8. Ready to learn every day
9. Attentive to changes in procedures
10. Attention to detail
11. Great team player

Good to Have

1. ITIL 4
2. Windows OS
3. Office365
4. ServiceNow
5. Citrix
6. Active Directory
7. University degree - best in Information Technology or related field; additional courses will also be considered a plus

Key responsibilities/Expectations from the Role

• Receiving customer and internal requests and issues related to IT services at the 1st support level via various mediums (mainly e-mail or self-service portal, etc.)
• Reading and/or listening to problem descriptions, information needs and support requests, while showing customer understanding and empathy as well as safeguarding our business interests and limiting the company's liabilities and risks.
• Properly documenting all necessary information in the ticketing system.
• Creating, following-up and updating tickets and assigning the correct priorities and categories.
• Interpreting and analyzing the available information for determining the course of action to resolve the incident or fulfill the request.
• Providing feedback, status and resolution information to the requestor and to the relevant stakeholders