Service Desk Analyst

Tata Consultancy Services; Santiago de Querétaro; Presencial; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

Tata Consultancy Services is seeking a Service Desk Associate to be the first point of contact for employees and customers, delivering supportive, timely assistance and guiding users to the right teams. The role requires strong communication, English fluency, multitasking in a fast-paced environment, and a professional approach to ticketing systems, SLAs, and stakeholder satisfaction.

Candidates should have a bachelor's degree or equivalent and 1–3 years in service desk or related roles, with

Formación

• Bachelor's degree or equivalent work experience.
• 1–3 years of experience in Customer Service, Service Desk, Contact Center, Help Desk Administration, or related support functions.
• Strong verbal and written communication skills in English.
• Excellent customer service and stakeholder management abilities.
• Ability to multitask and manage priorities effectively.
• Attention to detail and strong organizational skills.
• Experience working with ticketing or case management systems is preferred.
• Proficiency in Microsoft Office applications.

Responsabilidades

• Serve as the primary contact for users seeking assistance through phone, email, chat, or ticketing systems.
• Log, categorize, and track service requests and incidents in accordance with established processes.
• Provide accurate information and guidance regarding services, policies, and procedures.
• Route requests to the appropriate teams and ensure timely follow-up until closure.
• Monitor ticket queues and maintain adherence to service level agreements (SLAs).
• Communicate status updates to users and stakeholders throughout the request lifecycle.
• Escalate urgent or unresolved issues when necessary.
• Maintain accurate documentation of interactions and resolutions.
• Identify recurring issues and recommend process improvement opportunities.
• Support user satisfaction initiatives and contribute to a positive service experience.
• Collaborate with cross-functional teams to ensure effective service delivery.

Conocimientos

Customer service

Communication

Multitasking

Attention to detail

Microsoft Office

Educación

Bachelor's degree or equivalent

Herramientas

Ticketing systems

Microsoft Office

Descripción del empleo

The Service Desk Associate serves as the first point of contact for employees, customers, or business users requiring support and assistance. This role focuses on providing exceptional customer service, managing inquiries, coordinating requests, tracking tickets, and ensuring timely resolution through collaboration with appropriate support teams.

The ideal candidate possesses strong communication skills, a customer-centric mindset, and the ability to manage multiple requests in a fast-paced environment.

Key Responsibilities

• Serve as the primary contact for users seeking assistance through phone, email, chat, or ticketing systems.
• Log, categorize, and track service requests and incidents in accordance with established processes.
• Provide accurate information and guidance regarding services, policies, and procedures.
• Route requests to the appropriate teams and ensure timely follow-up until closure.
• Monitor ticket queues and maintain adherence to service level agreements (SLAs).
• Communicate status updates to users and stakeholders throughout the request lifecycle.
• Escalate urgent or unresolved issues when necessary.
• Maintain accurate documentation of interactions and resolutions.
• Identify recurring issues and recommend process improvement opportunities.
• Support user satisfaction initiatives and contribute to a positive service experience.
• Collaborate with cross-functional teams to ensure effective service delivery.

Required Qualifications

• Bachelor's degree or equivalent work experience.
• 1-3 years of experience in Customer Service, Service Desk, Contact Center, Help Desk Administration, or related support functions.
• Strong verbal and written communication skills in English.
• Excellent customer service and stakeholder management abilities.
• Ability to multitask and manage priorities effectively.
• Attention to detail and strong organizational skills.
• Experience working with ticketing or case management systems is preferred.
• Proficiency in Microsoft Office applications.

Other Considerations

Tata 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.