Service Desk Agents

3 weeks ago

Bengaluru, India Tata Consultancy Services Full time

TCS has been a great pioneer in feeding the fire of young techies like you. We are a global leader in the technology arena and there’s nothing that can stop us from growing together.

What we are looking for

Role: Service Desk Agents

Experience Range: 3 – 4 Years only

Location: Bengaluru

Must Have:

  • Answers and responds to inbound calls or electronic requests from end-users regarding products
  • Creates and documents all support calls from the user community into the service desk tracking software
  • Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support
  • Analyses and resolves all application software or hardware incidents and requests from end-users
  • Ensures to log and tracks incidents and requests from identification through resolution stages
  • Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete
  • Updates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contact
  • Ensures accurate and necessary information is obtained by utilizing Remedy Templates when available
  • Responsible for providing on-call support as needed

Good to Have:

  • Establishes and develops relationships with other IT&S teams through frequent constructive communication
  • Responsible for identifying shortcomings for implementing process improvements
  • Complies with and supports HCA IT&S standards, policies, and procedures
  • Logs incidents and requests into appropriate product categorization
  • Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users
  • Handles customers’ issues or requests with professional attitude.


Essential:

  • Proven experience as a help desk technician or other customer support role
  • Tech savvy with working knowledge of office automation products, databases and remote control
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English
  • Excellent communication skills
  • Customer-oriented and cool-tempered

Minimum Qualification:

•15 years of full-time education

•Minimum percentile of 50% in 10th, 12th, UG & PG (if applicable)

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