Service Desk Lead

3 days ago

Delhi India, India Tata Consultancy Services Full time

Greetings from TCS

TCS is hiring for Service Desk Lead

Experience : 7 to 12 years

Location: Delhi and Chennai

Mode of Drive: Virtual

Date:10th Dec 2025 (Wednesday)

Job Description:

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
  • Analyzes 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
  • 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 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 a professional attitude

Good to Have:

  • Technical knowledge of information technology systems and infrastructure
  • Providing technical diagnosis and solutions to users, either over the phone or via email
  • Assisting with the installation and configuration of IT systems
  • Collaborating with technical support teams to provide an efficient resolution to technical issues
  • Ensuring that users receive appropriate feedback and support throughout the resolution process
  • Ability to stay calm under pressure and make sound decisions in crisis situations

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