Service Desk QA

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. We are looking for a Service Desk QA , who wants to learn and transform their career. In this role you will: Handle quality assurance and knowledge management in customer environments. Manage medium-complexity requests from customers and diagnose and resolve issues. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided by customers. Walk customers through the problem-solving process. Direct unresolved issues to the next level of support personnel. Provide accurate information on IT products or services. Record events and problems and their resolution in logs. Provide guidance and mentor junior team members. Work with Jira ITSM and Confluence. And much better if you stand out for: Experience in Quality activities for Service Desk with more than 10,000 tickets/month. Experience in providing support for AMS/IT Infra support. Experience in Service Desk operations with multi-channel attendance. Experience in supporting chatbots, providing performance & adoption end-user support for digital channels. Good communication skills for interaction with end users and managers. Experience in manufacturing sectors (preferred). Experience with Genesys Cloud. Experience with Power BI or Tableau. Experience with ITIL v4 framework (incidents, requests, changes, CMDB, inventory, KB). Language: Advanced English (speaking, writing, listening, and reading). What do we offer? TCS Benefits in Brazil: 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 At TATA Consultancy Services we promote an inclusive culture, 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 diverse inclusion and social responsibility initiatives to build a TCS that respects each individual. Our motto is “Inclusion without exception.” Join us and become a TCSer Seniority level Mid-Senior level Employment type Full-time Job function Information Technology Industries IT Services and IT Consulting J-18808-Ljbffr

Location: Brasil, BR

Posted Date: 3/14/2025