TATA Consultancy Services (TCS), part of India’s prestigious Tata Group offers a wide range of IT services, outsourcing and business solutions. There are over 1700 employees at TCS Hungary with an ambitious growth plan for the coming years. Since established in 1968, TCS has become a global player with 145 offices in 46 countries with a unique network of centers operating worldwide.
Service Desk Analyst is providing multilingual IT infrastructure support for an international customer.This position reports to Project Leader (or delegated person).
Area of responsibility 1: Call and Incident Management
• Handles and documents all incoming requests or incidents within the contractually agreed timeframes (Response SLA) in the actual ITSM tool provided,
• Owns the ticket throughout its life cycle and ensures that all relevant information is captured,
(as per Quality guidelines), follows up the cases regularily to ensure timely resolution,
• Answers incoming phone calls, email, chat and self services within agreed SLA’s, handles them in accordance with relevant priority and client specific call script,
• Analyzes issues/requests and assigns on time to relevant functional teams as per assignment matrix.
Area of responsibility 2 : Application Support
• Performs password reset and user account unlocks in business applications as per agreed SLA’s,
• Troubleshoots the application problems as per available process.
Area of responsibility 3:Knowledge Management
• Learns and implements new technologies, tools, processes and policies,
• Documents new technical solutions in knowledge base (process sheets), suggests improvements to the existing ones,
• Attends all training sessions as per the Training Plan,
• Complete all mandatory internal requirement for training/learning on time,
• Actively participates and shares ideas in team meetings, individual feedback sessions.
• Ongoing Studies is a legal prerequisite in order to work as student at TCS
• Able to work at least 24 hours per week
- Advanced Spanish knowledge
- End User proficiency in Microsoft Office Suite, Windows 7, Win8 or Win10 Operating systems, Internet, Antivirus
- End User understanding of Networking concepts, troubleshooting methods, hardware and software awareness
What we offer:
• Competitive salary
• Fast-paced multinational and multicultural work environment
• Young and inspiring team of professionals
• Opportunity to grow
Our people are our greatest asset and we believe the most effective teams reflect diverse backgrounds and ideas. If you are interested in an international and multi-cultural environment, with young and dynamic colleagues and a good work atmosphere, you are invited to join our team by applying for this position.