2.703 Empregos para Service Desk - Brasil

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;

Custmoer service, Laptop/ Desktop (Windows) , O365, ServiceNow

Desirable Skills:

MS Office, Teams, servicenow and customer service

<<>>

What do we offer?

• TCS Benefits – Brazil:
• Health insurance
• Dental Plan
• Life insurance
• Transportation vouchers
• Meal/Food Voucher
• Childcare assistance
• 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!

• #Buildingonbelief

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

Get notified about new Service Desk Analyst jobs in Londrina, Paraná, Brazil .

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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

Responsabilidades:

•  Monitorar o Backlog de tickets, acompanhando as solicitações recebidas via Jira, realizar atendimento prestando o suporte necessário, sugerir melhorias no processo do cliente de acordo com as funcionalidades disponíveis em nossa aplicação, registrar sugestões de melhorias, erros, bugs reportados pelo cliente ou encontrados de forma orgânica.   Elaborar, controlar e cumprir o cronograma de implantação, via  Jira, definindo datas e horários, diariamente.   Atender clientes externos, via telefone, Whatsapp e  Skype, sanando dúvidas e orientando sobre a infraestrutura do servidor, diariamente.   Realizar a instalação dos produtos Máxima no cliente, de forma remota através do Teamviewer, Anydesk  ou  WTS, sob demanda.   Treinar o cliente na utilização e administração dos produtos instalados, remotamente via Skype, WhatsApp, telefone e/ou presencialmente, de acordo com a demanda.   Acompanhar as demandas, que estão na área do desenvolvimento (erro, melhorias ou dúvidas), dos clientes, através do sistema Jira verificando o status, sempre que necessário.   Realizar as demandas de serviços pertinentes ao departamento de suporte.

Hard Skills (Desejáveis):

• Conhecimento da cadeia de abastecimento do atacadista/distribuidor.
• Linguagem SQL.
• Conhecimento básico Windows Server/Linux.
• Conhecimento da ferramenta (JIRA).
• Conhecimento de metodologias de desenvolvimento ágil.
• Conhecimento básico ERPs.
• Conhecimento em Doker.

Salário + Benefícios
Horário: 08:00 as 18:00hs, Segunda a Sexta.
Contratação CLT
Formato Hibrido

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;

Custmoer service, Laptop/ Desktop (Windows) , O365, ServiceNow

Desirable Skills:

MS Office, Teams, servicenow and customer service

<<>>

What do we offer?

• TCS Benefits – Brazil:
• Health insurance
• Dental Plan
• Life insurance
• Transportation vouchers
• Meal/Food Voucher
• Childcare assistance
• 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!

• #Buildingonbelief

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;

Custmoer service, Laptop/ Desktop (Windows) , O365, ServiceNow

Desirable Skills:

MS Office, Teams, servicenow and customer service

<<>>

What do we offer?

• TCS Benefits – Brazil:
• Health insurance
• Dental Plan
• Life insurance
• Transportation vouchers
• Meal/Food Voucher
• Childcare assistance
• 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!

• #Buildingonbelief

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,