Analista de Service Desk Bilíngue

Tata Consultancy Services; Barueri; Presencial; BRL 89 000 - 134 000; Tempo integral

Resumo da oferta

Tata Consultancy Services is seeking a Service Desk professional fluent in English to handle 1st line IT support, ticketing, and user communications from Barueri, SP. You will investigate issues, document steps, and coordinate with teams to ensure timely resolutions.

The role emphasizes customer service, problem solving, and a proactive approach to learning and adapting to IT processes and tools like ServiceNow and Windows environments.

Qualificações

• Must have advanced or fluent English for customer communication, ticket resolution and main responsibilities.

Responsabilidades

• Receive customer and internal IT service requests at 1st support level via email, portal, or other channels.
• Reading and listening to problem descriptions, identifying information needs and empathizing with users.
• Document all relevant information in the ticketing system and maintain accurate records.
• Create, follow up, and update tickets with correct priorities and categories.
• Interpret information to determine action steps to resolve incidents or fulfill requests.
• Provide status and resolution updates to requestors and stakeholders.

Conhecimentos

English (Advanced)

Problem solving

Analytical thinking

Effective probing

Application maintenance

Customer service

IT interest

Database concepts

Willing to learn

Team player

Formação académica

University degree in IT or related field

Ferramentas

ITIL 4

Windows OS

Office365

ServiceNow

Citrix

Active Directory

Descrição da oferta de emprego

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