Image: ACE Program | Spanish Service Desk Analyst

ACE Program | Spanish Service Desk Analyst

Premium
Tata Consultancy Services Ltd.·Bengaluru, Karnataka, India

Global Talent

Get an international experience in a corporate environment.

English, Spanish

These are the locally spoken languages that you’ll have to know.

Computer sciences, Computer engineering

These are the backgrounds this opportunity is associated with.

53,000 INR Per Month

This would be your gross salary for this job opportunity.
You'll be working at
Tata Consultancy Services Ltd. - Company Logo

About Tata Consultancy Services Ltd.

Tata Consultancy Services Limited (TCS) is a leading Indian multinational information technology (IT) services and consulting company within the Tata Group. Headquartered in Mumbai, TCS operates in 55 countries and is recognized as one of the world's most valuable IT services brands. Notably, TCS became the first Indian IT firm to reach a valuation of $200 billion, securing its position as one of India's largest companies by market value​. In collaboration with AIESEC, TCS launched the ACE (Accelerate, Connect, and Experience) Program in 2004, an international career initiative that brings young global talent to TCS offices worldwide. This program not only enriches TCS’s workforce with diverse perspectives but also offers participants a platform to build highly qualified careers. Since its inception, over 3000 young professionals from around the world have participated in the ACE program, with many continuing their careers in TCS across various global branches. The program remains a vital part of TCS's mission to foster innovation through diversity and inclusivity, ensuring a dynamic and globally-oriented workplace culture.

Role

Responsibilities
  1. Provide first level support to customer in relation to IT requests and incidents including software and hardware related issues not limited to desktops (support involves mobile computers and other mobile devices)
  2. Assist users over the telephone, through e-mail, voice mail, chat, over web interface and other channels customers reach out to Service Desk seeking IT support
  3. Identify and solve software and hardware problems by giving step-by-step instructions
  4. Provide advanced support to customers PC using remote control tool
  5. Effectively communicate with other team members, 2nd and 3rd Level technical teams and end-users in order to provide and process information in response to Incidents, Service Requests, queries, escalations and reach SLAs
  6. Handle and document all incoming requests or incidents within the contractually agreed timeframes in IT Service Management tool. Own the ticket throughout its life cycle and ensure that all relevant information is captured as per Quality guidelines. Follow up on the existing tickets, escalate unsolved cases to appropriate IT team: Network, Server, Application or other Support teams and ensure cases' timely resolution
  7. Log all contacts in the helpdesk tracking database in English simultaneously while handling the call in other language (language selected or spoken by customer).
  8. Instruct users on usage of application systems
  9. Instruct users on ICT processes
  10. Translate end user communications to or from English in case necessary or required
  11. Learn and implement new technologies, tools, processes and policies
  12. Learn and implement new technologies, tools, processes and policies
  13. Document new technical solutions in knowledge base, suggests improvements to the existing ones and facilitate knowledge transfer when needed
  14. Document and share best practices and with other colleagues
  15. Attend all training sessions as per the training plan
  16. Understand quality requirements and aspects of the account and work according to those regulations reaching outlined Key Performance Indicators
  17. Ensure high level of customer satisfaction
  18. Learn and adhere to TCS and customers policies and procedures
  19. Actively participate and share ideas in team meetings and individual feedback sessions
  20. Perform any other task given by supervisor, which belongs to the scope of this position by its nature and where associate's experience or associate's education meets the requirements to perform the task in question, including working in any other language(s) spoken by associate at the required level

Working hours

Monday to Friday

1:00 pm - 10:00 pm

Process

The steps involved in being selected for this opportunity.
Canada
Application process usually takes 15 days

  • STEP 1

    Shortlisting

  • STEP 2

    Contact After Shortlisting

  • STEP 3

    HR Interview

  • STEP 4

    Assessment

  • STEP 5

    Technical Interview

  • STEP 6

    Selection

Logistics

What you’ll be provided with during your stay

Benefits of becoming a Global Talent

Apply your skills and knowledge in a practical environment.
International Exposure - Experience working in new cultures and industries.
Our programs can help you live the leadership values: (Activating Leadership, Acting Sustainably, Striving for Excellence, Living Diversity, Enjoying Participation and Demonstrating Integrity)
Receive AIESEC Support for Selection (assistance with your application to opportunities and selection process).
Depending on the opportunity, you will receive either a salary to cover your costs or be provided with accommodation for the duration of your experience abroad.

FAQs