Come to one of the biggest IT Services companies in the world! Here you can transform your career! Why join TCS?At TCS, we believe that people make the difference, which is why we foster a culture of unlimited learning full of opportunities for improvement and mutual development. We are looking for an IT Coordinator Service Desk who wants to learn and transform their career.Responsibilities:Coordinate the processing of incoming requests to the Service Desk via all methods to ensure courteous, timely, and effective resolution of end user issues based on issue priority.Triage work orders to the appropriate IT Services staff member based on role, work order load, and location proximity to the issue.Escalate work orders to second level IT support and third level IT support as required.Analyze performance of Service Desk activities and documented resolutions against service level agreements.Identify problem areas and devise and deliver solutions to enhance quality of service and prevent future problems.Develop help sheets, solutions, and FAQ lists for end users.Develop standard operating procedures for IT support staff that outline how problems are identified, documented, assigned, and corrected.Develop request handling and escalation policies and procedures.Alert management to emerging trends in incidents.Track and analyze trends in the Service Desk and generate statistical reports.Assist in providing first level support to end users when volumes are high; may be required to act in the role of an IT Technician II as demand requires.Participate in the on-call rotation.Maintain strict confidentiality of information that may be disclosed when working on users' systems.Perform other related duties as assigned.Qualifications:Experience: English/Spanish Advanced, Active Directory (AD DS), Desktop Management, Remote Access, O365, ServiceNow; Customer Service, ITIL Certified, and Leadership skills.Desirable Skills: Microsoft Certification and others.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 providing 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 (referral bonus), TCS Gems (Recognition for performance), Xcelerate (Free Mentoring Career Platform).Diversity & Inclusion: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 in building a career at TCS to participate in our recruitment & selection process. We promote an inclusive culture and strive for equity across all demographics.Join us and be a part of TCS! #Buildingonbelief
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