Tata Consultancy Services
Join one of the biggest IT Services companies in the world! Here you can transform your career!Why 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.
- Health insuranceDental PlanLife insuranceTransportation vouchersMeal/Food VoucherChildcare assistanceGympassTCS Cares
- free 0800 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 PlatformAt TATA Consultancy Services we promote an inclusive culture, and we always work for equity. This applies to Gender, People with Disabilities, LGBTQIA+, Religion, Race, and Ethnicity. All our opportunities are based on these principles. We implement various actions for inclusion and social responsibility to build a TCS that respects each person. Our motto is“Inclusion without exception.
- We are looking for aHelp Desk Lead , who wants to learn and transform their career.
- In this role you will:
- Manage the Helpdesk staff to ensure consistent and high-quality services to the customer in line with all SLAs and KPIs.
- Maintain an effective and efficient help desk tightly linked with customer business objectives.
- Ensure continuous improvement of services provided to the customer.
- Provide Problem Management system support activities.
- Ensure operational excellence of the Helpdesk.
- Implement & maintain staffing and scheduling for the Helpdesk.
- Oversee the incident management process and team members involved in resolving the incident.
- Respond to reported service incidents, identify the cause, and initiate the incident management process.
- Prioritize incidents according to their urgency and influence on the business.
- Collaborate with the incident management team to ensure that all protocols are diligently followed.
- Log all incidents and their resolution to identify recurring malfunctions.
- Adjust the incident management process as required to ensure its effectiveness.
- Communicate with upper management if major issues are found in the IT system.
- Manage the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
- Language : Advanced EnglishAnd much better if you stand out for:
- Systems Engineer or Technologist in Computer Science or related field.
- Experience managing service desk teams and ensuring support service satisfaction levels.
- Experience leading operations with more than 3,000 users and 4,000 hosts, handling 10,000 tickets per month.
- Experience leading automation processes to prevent non-complex tickets from reaching human attendance.
- Experience coordinating MIM (war rooms) and training resources to act as a focal point for critical resolutions.
- Experience creating processes to improve escalation procedures, managerial communication, and workflow fluidity.
- Good to have:
- Good understanding of creating runbooks.
- Strong communication skills at a managerial level.
- Ability to motivate teams to enhance operations.
- Commitment to maintaining a high-performing team.
- Well-organized and capable of tracking KPIs effectively.
- >>>>What do we offer?TCS Benefits in Brazil:
”Join us and become a TCSer!#BuildingonbeliefRGS: 9920662
