ICT Customer Support Officer



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 the last fifty years. TCS offers a consulting-led, Cognitive powered, integrated portfolio of IT, Business & Technology Services, and engineering. This 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 400,000 of the world’s best-trained consultants in 46 countries. The company generated consolidated revenues of US $19.09 billion for year ended March 31, 2018 and is listed on the BSE (formerly Bombay Stock Exchange) and the NSE (National Stock Exchange) 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 Dow Jones Sustainability Index (DJSI), MSCI Global Sustainability Index and the FTSE4Good Emerging Index. For more information, visit us at www.tcs.

com Role Summary: The service desk associate is responsible for handling incoming e-mails/calls to the support desk and resolving/troubleshooting issues faced by the internal customers. Responsibilities: Handle emails, calls and chat related to application issues faced by clients within SLA; and at times will handle desktop, hardware, software, access issues. Create issue tickets by loging all pertinent information with utmost quality and precision.

Identify the exact issue through effective probing and paraphrasing. Provide initial assessment of categorisation and prioritisation for reported issues and provide support taking guidance from the KB, targeting a higher level of first contact resolution. Ensure issues are correctly routed to appropriate support groups if unresolved by helpdesk.

Multi-task between voice and e-mail support Ensure the KPI and SLA targets are met Excellent verbal, written and typing skills (25WPM) Provide daily outstanding incident & Service requests follow-up reports Perform first level troubleshooting on PC,OS and basic office applications (MS Office 2010,Adobe). Take remote of the users PC for faster resolution. How to apply: To be eligible to apply, you must have Australian or New Zealand citizenship or permanent residency status.

TCS is an equal opportunity employer. All applications will be treated with the strictest confidentiality. Job Type: Full-time Salary: $60,000.

00 to $110,000/year.

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20 Nov 2019


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