Analista de Service Desk

Tata Consultancy Services; Londrina; Vor Ort; BRL 39.000 - 56.000; Vollzeit

Zusammenfassung

Tata Consultancy Services in Londrina, Brazil is seeking a Service Desk Bilingual Professional to join the IT support team. The role focuses on handling 1st line requests, resolving incidents, and maintaining high customer satisfaction in English.

The ideal candidate will have strong problem-solving abilities, IT service experience, and a proactive attitude to learn and adapt to evolving procedures. This is a collaborative, customer-focused position within a global IT services environment.

Qualifikationen

• Fluent English and strong customer communication skills.
• Experience in IT service desk and incident resolution.
• Ability to document and manage tickets in a ticketing system.
• Strong problem-solving and analytical thinking.
• Willingness to learn and adapt to procedures.
• Team-oriented with attention to detail.

Aufgaben

• Receive customer and internal requests at the 1st support level via multiple channels.
• Read/listen to problem descriptions with empathy and safeguard business interests.
• Document all necessary information in the ticketing system.
• Create, follow up and update tickets with correct priorities and categories.
• Interpret information to determine actions to resolve incidents or fulfill requests.
• Provide status and resolution updates to requesters and stakeholders.

Kenntnisse

Advanced English

Problem-solving

Analytical thinking

Customer service

IT service desk

Ticket handling

Team player

Willing to learn

Ausbildung

University degree in IT or related field

Tools

ITIL 4

Windows OS

Office365

ServiceNow

Active Directory

Citrix

Jobbeschreibung

We are looking for a Service Desk Bilingual Professional

Desired Competencies

Must Have

• Language skills English – Advanced or Fluent (customer communication, ticket resolution and main responsibilities will be conducted in English).
• Problem-solving and analytical thinking skills
• Effective probing to quickly identify the heart of end-user problems
• Experience working in application maintenance and customer service
• Passion and strong interest in IT
• Good understanding of database structures, queries and tools
• Ready to learn every day
• Attentive to changes in procedures
• Great team player

Good to Have

• ITIL 4
• Windows OS
• Office365
• ServiceNow
• Citrix
• Active Directory
• 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