Posted by Tata Consultancy Services tcs is an Indian multinational information technology services and consulting company headquartered in Mumbai, Maharashtra, India with its largest campus located in Chennai, Tamil Nadu, India. As of February 2021, TCS is the largest IT services company in the world by market capitalisation.
Service Desk – Guadalajara, Mexico
Job Description
Good communication skills
Strong documentation skills (e.g., for ticket escalation)
Strong problem solving / troubleshooting skills
Solid understanding of IT concepts/practices and comprehensive knowledge of personal computers
Familiarity with remote tool, Windows based enterprise environment
Solid understanding of ITIL and Service Management Principles
Provides service desk support to all Herbalife Nutrition employees
Provides 1st and 2nd level technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
Monitors tickets assigned to the queue and process first-in first-out based on priority and redirect issues to correct resource
Applies business/technical support concepts to perform Tier 1 and 2 technical support and escalate issues requiring upper 2nd or 3rd level support
Utilizes and maintains the service management tracking software
Manages follow-ups and hand-offs on behalf of the user
Provides technical support, including deploying, configuring and desktop PC-s, laptops, peripherals, mobile devices, and software; troubleshooting & resolving hardware, software, connectivity, and other technical problems including documenting steps taken and status in service management tracking systems, following up with end users to ensure the issue has been resolved
Installs, modifies, and repairs computer hardware and software