4.875 Empregos para Help Desk Bilíngue - Brasil

Overview

Infosys Brazil is looking for professionals with the profile of Service Desk to join our team

• Min. 18-24 months’ work experience customer service field.
• Job duties and responsibilities
• To improve customer confidence being empathetic to a variety of new and experienced learners needs.
• Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.
• Actively resolve customer queries within agreed processes and in a professional and customer sensitive manner.
• To participate in an on call rota, providing a 24 hours, first line support service to users.
• Handle escalations and dispute in an effective manner and resolve the customer query
• Ensure Customer Service Level Agreements are met or exceeded;
• Respond to customer enquiries in a timely and efficient manner;
• Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format
• Execute transactions as per prescribed guidelines and timelines
• Ensure customer/user confidentiality and data protection at all times
• Education and other requirement
• Graduate in any discipline
• Willingness to work in rotational shifts
• Problem solving and dispute resolution skills
• Dispute handling and conflict resolution skills
• Time Management Skills
• Being proactive and show the utmost respect for customer’s time
• Good time management, ensuring all contacts with customers add value
• Ability to Multitask
• Communication & Relationships Skills
• To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.
• Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.

• Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
• Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
• Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
• Display ownership and accountability
• Quickly build trust and confidence with customer
• Own and resolve customer issues efficiently, effectively and empathetically

Type of work : CLT, Flexible hours.
Benefits package : Transport vouchers, meal vouchers, childcare assistance, life insurance, funeral assistance, medical and dental insurance.
Career : Global work on national and international clients and/or projects, possibility of international career movement.

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; or disability.

Responsibilities:

As a Service Desk Manager, you will be responsible for strategically leading the technical support operation, ensuring service excellence, alignment with client objectives, and continuous team development. Your main activities will include:

• Strategic management of the Service Desk operation
• Acting as an escalation point
• Resource planning and allocation
• Performance indicator analysis (KPIs and SLAs)
• Client relationship management
• People management
• Governance and compliance
• Operational risk management
• Budget and cost control of the operation
• Process definition and review

Requirements and Qualifications:

• Proven experience in managing Service Desk operations in complex and multicultural environments
• Strong knowledge of frameworks and tools such as ITIL, ServiceNow, and ITSM
• Strong leadership, communication, and decision-making skills
• Experience in managing leaders
• Fluency in Portuguese and English (advanced level for conversation and presentations)
• Ability to work under pressure and manage multiple priorities
• Strategic mindset and results-oriented approach

Overview

Na Vivo Vita temos uma paixão: transformar a vida de nossos colaboradores para que sua experiência de trabalho seja única! Buscamos transformar talento em resultado, criatividade em prática e expectativas em realidade com um ambiente de trabalho colaborativo, flexível, integrado e dedicado às pessoas. Estamos comprometidos em trazer aos nossos colaboradores toda tecnologia e treinamento para aprimorar suas habilidades técnicas e comportamentais. Venha digitalizar seu DNA conosco!

• Responsável por coordenar e controlar todas as atividades realizadas pelos colaboradores do Service Desk através da ferramenta ServiceNow
• Responsável em estabelecer e melhorar processos de gestão da área
• Responsável pela gestão de competência dos colaboradores
• Realizar interface com outras áreas
• Realizar mapeamento de melhorias nos processos de atendimento
• Responsável pela gestão de incidentes
• Responsável por elaborar relatórios
• Participar de reuniões
• Garantir que o cliente seja atendido dentro dos padrões determinados
• Monitoramento e gerenciamento de KPI / SLA

• Experiencia em célula de Service Desk
• Conhecimento em ferramenta ITSM
• Conhecimento ITIL
• Competência em liderança de equipe
• Atendimento telefônico a cliente (escalation)
• Conhecimento técnico de microinformática
• Habilidade em negociação entre áreas

• Benefícios de um Vitalent:
• Vale refeição (Flash Benefícios)
• Assistência Médica e Assistência Odontológica (extensível aos dependentes)
• Seguro de vida
• Previdência Privada
• Uma oferta exclusiva da Vivo, com desconto especial em linha fixa, banda larga, TV e apps
• Ambiente dinâmico, colaborativo e inovador: ritmo acelerado e curva de aprendizado alta

Overview

An Analyst to resolve reported incidents/requests in a timely manner and keep customers informed about the status of their cases. Work with Mars Service Desk (MSD) and Mars Support teams to manage incidents and contribute to service improvements and scope growth.

• An Analyst to resolve reported incidents/requests in a timely manner.
• Ensure customers are always up to date with the status of their reported issues/requests. Communicate the status of cases with a service-oriented approach, not only technology-oriented.
• Collaborate with Mars Service Desk (MSD) and Mars Support teams to manage and resolve incidents and drive improvements or increase MSD scope.

• Critical Project Support: Assist with high-priority IT Operations projects, including implementation and integration of advanced solutions such as the Service Catalog FOR IT Operations and New Generation AI Bot, and other innovative technologies.
• Service Optimization: Contribute to enhancement of service delivery processes, identify opportunities for improvement, and drive operational efficiency focused on automation and AI-driven solutions.
• Project Management and Implementation: Manage or participate in rollout of global projects, following established processes to ensure timely delivery within defined quality standards.
• Collaborate with MGS (Mars Global Services) teams and support resolutions in case of escalations.
• Contribute to Service Ops Call Centre availability by handling multiple user contacts during peak hours.
• Be a role model for Service Operations Technicians and Interns.
• Contribute to high collaboration within the MGS IT Operations team.
• Act as a resource for MGS Projects as required.

• Work with diverse and talented associates guided by the Five Principles.
• Join a purpose-driven company focused on shaping a better tomorrow.
• Best-in-class learning and development support from day one, including access to Mars University.
• An industry-competitive salary and benefits package, including a company bonus.

• Mid-Senior level

• Full-time

• Information Technology
• Industries: Manufacturing, Food and Beverage Services, and Food and Beverage Manufacturing

Na Vivo Vita temos uma paixão: transformar a vida de nossos colaboradores para que sua experiência de trabalho seja única!

Buscamos transformar talento em resultado, criatividade em prática e expectativas em realidade com um ambiente de trabalho colaborativo, flexível, integrado e dedicado às pessoas!

Estamos comprometidos em trazer aos nossos colaboradores toda tecnologia e treinamento para aprimorar suas habilidades técnicas e comportamentais.

Venha digitalizar seu DNA conosco!

· Responsável por coordenar e controlar todas as atividades realizadas pelos colaboradores do Service Desk através da ferramenta ServiceNow

· Responsável em estabelecer e melhorar processos de gestão da área;

· Responsável pela gestão de competência dos colaboradores;

· Realizar mapeamento de melhorias nos processos de atendimento

· Responsável pela gestão de incidentes

· Responsável por elaborar relatórios

· Participar de reuniões

· Garantir que o cliente seja atendido dentro dos padrões determinados

· Monitoramento e gerenciamento de KPI / SLA

· Experiencia em célula de Service Desk

· Conhecimento em ferramenta ITSM

· Competência em liderança de equipe

· Atendimento telefônico a cliente(escalation)

· Conhecimento técnico de microinformática

· Habilidade em negociação entre áreas

• Benefícios de um Vitalent:
• Vale refeição (Flash Benefícios);
• Assistência Médica e Assistência Odontológica (extensível aos dependentes),
• Seguro de vida;
• Previdência Privada
• Uma oferta exclusiva da Vivo, com desconto especial em linha fixa, banda larga, TV e apps;
• Ambiente dinâmico, colaborativo e inovador: para conseguir acompanhar o mercado e continuar inovando, nosso ritmo é acelerado e nossa curva de aprendizado é muito alta.

Somos a Vivo Vita , integradora de serviços e soluções do Grupo Telefônica . Trabalhamos de uma forma agregadora e consistente, integrando soluções para o mercado da tecnologia.

Nosso portfólio inclui soluções de Conectividade, Mobilidade, Colaboração, Vídeo, Automação, Datacenter e Virtualização, além de serviços avançados, Consultoria e serviços Gerenciados para garantir a disponibilidade dos mais complexos ambiente tecnológicos;

In the words of one of our senior clients recently…

“Market Research has changed more in the past 3 years, than in the previous 40”.

About System1

System1 is the Creative Effectiveness Platform. Our target customers are the world’s largest advertisers. We predict and improve marketing effectiveness. Our advertising and idea tests measure emotion to give our customers the most accurate predictions of the business impact of creativity.

The IT service desk is responsible for providing a single point of contact for all users of System1 IT services to report an incident, request, or change control. We provide excellent personal service and ensure that we take a proactive role in supplying solutions to the needs of the IT users in line with business objectives.

• We support all employees including contract staff. This means we support more than 150 staff members.
• On average, 300-400 tickets are raised and processed by the IT service desk per month.

The IT service desk is an integral part of the System1 business and acts as the gateway for IT users to engage with the IT department. The work done within this team ensures that all staff at System1 have what they need, working to the expected levels, to perform their roles and push the System1 business to the next level.

Do you want to join us to excite and change the industry?

What will you be doing?

• Performing first-time fixes on incidents raised to the team in a professional manner.
• Providing first-line telephone and ticket-based hardware and application support to the System1 business and attendance required in the London office every Wednesday.
• Performing service requests raised to the team including accounts setup, software installations, and physical desk moves.
• Proactively identifying problems and trends and proposing solutions and recommendations to optimize systems performance and stability.
• Renewing or procuring services on behalf of the IT department where required by following the purchase order process.
• Providing reports on IT performance to senior members of the System1 business.
• Assisting in the transition process from either an internal or external IT development team into IT support.
• Creating and maintaining IT support documentation where it is missing or incorrect.

KPI’s:

• Achieve an SLA target of 85% for tickets that are managed by the IT service desk.
• Be able to perform all service requests that are managed by the IT team.

You need to be this kind of person:

• Commercially driven with an appetite to drive a business unit.
• Strong attention to detail with a drive for excellence in delivery.
• Demonstrate experience of working in a fast-paced office environment as part of a professional team.
• Ability to multitask and prioritize without getting flustered.
• Ability to self-manage where needed.

You need to have the following experience:

• Windows 11 installation, configuration, and administration – Essential.
• JIRA Service Management Tool – Essential to have used JIRA or a similar system.
• Microsoft 365 Business Premium and SharePoint – Essential.
• Microsoft Teams and M365 administration – Essential.
• Microsoft Endpoint Security is beneficial.
• Desktop/laptop build processes – Essential.
• Azure Active Directory and Microsoft MDM (INTUNE) – Essential.
• Apple Mac OS exposure would be beneficial.
• Knowledge and understanding of ITIL.
• Excellent customer service skills and a willingness to deal directly with users either by phone/video or face to face.
• Excellent written skills are essential.
• Experience at working in a busy support environment.
• Evidence of process improvement to increase efficiency must be shown.

We offer a competitive salary and bonus scheme, including health insurance and pension. Our people are important to us, and we understand that each person has a life outside of work, and we therefore offer flexible working arrangements (Hybrid) aiming to suit your needs. We also offer several wellbeing resources such as “de-clutter” afternoons for your personal and professional needs.

We encourage learning and offer education reimbursement opportunities.

We have recognition schemes and regular socials, including summer and winter parties!

We welcome applicants from all diverse communities and encourage our candidates to ask us about reasonable adjustments that we may be able to make to support through our recruitment process and while in post.

Get AI-powered advice on this job and more exclusive features.

Direct message the job poster from Tata Consultancy Services

Come to one of the biggest IT Services companies in the world! Here you can transform your career!

Why to 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.

We are looking for Service Desk Analyst , who wants to learn and transform his career.

In this role you will:

1. Ticket Management: Receive, prioritize, and manage service desk tickets using ServiceNow
2. Troubleshooting and Issue Resolution: Diagnose and troubleshoot hardware, software, and network problems. Analysts may guide users through problem-solving steps or escalate issues to higher support levels when necessary and do first level of SAP to process invoices on the system.
3. User Support and Guidance: Provide direct support to users, helping them with system issues, access requests, password resets, and other general IT inquiries.
4. Documentation: Maintain detailed documentation of issues, solutions.
5. Monitoring and Reporting: Monitor service desk activity, including tracking open vs. closed tickets and ensuring compliance with Service Level Agreements (SLAs).

And much better if you stand out for:

Spanish Advanced/fluent;

MS Office, Teams, servicenow and customer service

<<>>

• Health insurance
• Life insurance
• Gympass
• TCS Cares – free 0800 that provides psychological assistance (24 hrs/day), legal, social and financial assistance to associates
• Partnership with SESC
• Reimbursement of Certifications
• Free TCS Learning Portal – Online courses and live training
• International experience opportunity
• Discount Partnership with Universities and Language Schools
• Bring Your Buddy – By referring people you become eligible to receive a bonus for each hire
• TCS Gems – Recognition for performance
• Xcelerate – Free Mentoring Career Platform
• 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. We encourage anyone interested to build a career in TCS to participate in our recruitment & selection process.
• At Tata Consultancy Services we promote an inclusive culture, we always work for equity. This applies to Gender, People with Disabilities, LGBTQIA+, Religion, Race, Ethnicity. All our opportunities are based on these principles. We think of different actions of inclusion and social responsibility, in order to build a TCS that respects each person. Our motto is Inclusion without exception.

At TATA Consultancy Services we promote an inclusive culture, we always work for equity. This applies to Gender, People with Disabilities, LGBTQIA+, Religion, Race, Ethnicity. All our opportunities are based on these principles. We think of different actions of inclusion and social responsibility, in order to build a TCS that respects individuality. Come to be a TCSer!

• Associate

• Full-time

• Information Technology

• IT Services and IT Consulting

Referrals increase your chances of interviewing at Tata Consultancy Services by 2x

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· Experiencia em célula de Service Desk

· Conhecimento em ferramenta ITSM

· Conhecimento ITIL

· Competência em liderança de equipe

· Atendimento telefônico a cliente(escalation)

· Conhecimento técnico de microinformática

· Habilidade em negociação entre áreas

· Responsável por coordenar e controlar todas as atividades realizadas pelos colaboradores do Service Desk através da ferramenta ServiceNow

· Responsável em estabelecer e melhorar processos de gestão da área;

· Responsável pela gestão de competência dos colaboradores;

· Realizar interface com outras áreas

· Realizar mapeamento de melhorias nos processos de atendimento

· Responsável pela gestão de incidentes

· Responsável por elaborar relatórios

· Participar de reuniões

· Garantir que o cliente seja atendido dentro dos padrões determinados

· Monitoramento e gerenciamento de KPI / SLA

Responsibilities:

As a Service Desk Manager, you will be responsible for strategically leading the technical support operation, ensuring service excellence, alignment with client objectives, and continuous team development. Your main activities will include:

• Strategic management of the Service Desk operation
• Acting as an escalation point
• Resource planning and allocation
• Performance indicator analysis (KPIs and SLAs)
• Client relationship management
• People management
• Governance and compliance
• Operational risk management
• Budget and cost control of the operation
• Process definition and review

Requirements and Qualifications:

• Proven experience in managing Service Desk operations in complex and multicultural environments
• Strong knowledge of frameworks and tools such as ITIL, ServiceNow, and ITSM
• Strong leadership, communication, and decision-making skills
• Experience in managing leaders
• Fluency in Portuguese and English (advanced level for conversation and presentations)
• Ability to work under pressure and manage multiple priorities
• Strategic mindset and results-oriented approach