IT Service desk analyst

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Overseas Senior HR Recruiter at Tata Consultancy Services - Europe & Mexico

Start Date: As soon as possible

Employment type: Full-time

Experience required: Minimum 2 years of relevant experience

About Tata Consultancy Services

Tata Consultancy Services is an IT services, consulting and business solutions organization that has been partnering with many of the world's largest businesses in their transformation journeys for over 56 years. Its consulting-led, cognitive powered, portfolio of business, technology and engineering services and solutions is delivered through its unique Location Independent Agile delivery model, recognized as a benchmark of excellence in software development.

A part of the Tata group, India's largest multinational business group, TCS has over 607,000 of the world's best-trained consultants in 55 countries. The company generated consolidated revenues of US $29 billion in the fiscal year ended March 31, 2024, and is listed on the BSE and the NSE in India. TCS' proactive stance on climate change and award-winning work with communities across the world have earned it a place in leading sustainability indices such as the MSCI Global Sustainability Index and the FTSE4Good Emerging Index.

TCS in the Nordics & Finland

TCS has operated in the Nordic countries since 1991. The company's Finnish, Swedish, Norwegian and Danish customers are served by a total of 20,000 experts. Over the past 15 years, TCS customers have chosen TCS as the best IT consulting service provider in the Nordics every year. TCS has also received the Top Employer recognition in Finland for five years in a row.

For more information, visit www.tcs.com

Responsibilities:

1. As a Service Desk analyst, you will act as a first and single point of contact for all IT related issues.
2. Dealing with incoming calls (Phone /Email/Web and Chat) in a professional, courteous manner.
3. Correctly logging incidents/Requests, categorizing and prioritizing, Initial Triage and assigning them to the correct team (if not First time Fix (FTF)) in line with the defined procedures.
4. Ensuring all Incidents/Requests are progressed & cleared within SLA – escalating to other internal and external teams as appropriate.
5. Managing Incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
6. Diagnosing and resolving problems to the customers' satisfaction.
7. Maintain and develop own knowledge and skills to assist with first time fault resolution.
8. Identify and escalate repeat issues or service risks into service management teams.
9. Sharing knowledge with team colleagues and conducting training sessions for new hires.
10. Creating Knowledge Items for the desk in collaboration with L2 teams.
11. Managing end user escalations with the use of escalation management guidelines.

Skillset required:

1. Any multilingual combination will be an advantage.
2. English language requirement is a must.
3. ITSM tool experience and capability to document.
4. Understanding the requirements of Service Desk Agent.
5. Capability to serve and help over the telephone.
6. Chat customer service capability.
7. IT-related general knowhow and understanding.
8. Network related troubleshooting.
9. Hardware troubleshooting.
10. Microsoft related applications, software, and tools.
11. ITIL certification or similar level knowledge.
12. Understanding of ITIL processes: Incident, Service Request, Change Management, Problem Management.
13. Understanding of Service Levels.

Why Join Our Team?

1. Innovative Projects: Work on high-impact projects that drive business insights and transformation.
2. Professional Growth: We encourage learning and development, with opportunities to deepen your expertise in cutting-edge data engineering tools and platforms.
3. Collaborative Culture: Join a team that values collaboration, innovation, and the power of data.

Ready to take your career to the next level? If you're passionate about data and eager to make a difference, apply now to be part of our journey

Apply now

Send your CV together with the motivation letter to Recruitment.FI@tcs.com. We will go through the applications on an ongoing basis.

At TCS, we believe in building and sustaining a culture of equity and belonging where everyone can thrive. Our diversity motto is 'Inclusion without Exception'. We encourage people with diverse backgrounds to apply for our positions. Please let us know if you require any types of adjustments regarding the recruitment process.

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