Service Desk Operator

Desired Competencies

Must-Have

Excellent English, spoken and written

The ability to communicate confidently and professionally with customer representatives at all levels

Natural aptitude for trouble shooting & problem solving

Excellent learning skills

Highly organized and able to work on own initiative to complete the range of tasks required

Ability to work under pressure

Flexible and willing to work outside core business hours as required

Good-to-Have

Banking experience

Background

Banking experience

Others

Responsibility of / Expectations from the Role

• Ability to translate incidents from Hebrew to English and vise-versa
• Quickly learn banking-related terminology
• Understand the content of incidents, their classification and the solution suggested
• Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures
• Ensuring all incidents are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
• Managing incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
• Performing first level support - Diagnosing and resolving problems to the customers satisfaction
• Expected to work on Fridays 1-2 times a month (instead of one of the working days)

About Tata Consultancy Services

Tata Consultancy Services (TCS) 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 50 years. TCS offers a consulting-led, cognitive powered, integrated portfolio of business, technology and engineering services and solutions. 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 500,000 of the world’s best-trained consultants in 46 countries.