Service Desk Associate

2 months ago


New Delhi, India Tata Consultancy Services Full time

Greetings from TCS

This is regarding a job opportunity. Please check if your experience and skillset appear to be a suitable match to our existing requirement.

Few insights about the role (Below is the JD),

Role: Service Desk Associate

Desired Experience Range: 3-5 Years

Location of Requirement: Noida

Desired Competencies (Technical/Behavioral Competency)

Must-Have**

  • Provide Level 1 support for all in scope services.
  • Act as a single point of contact (SPOC) for all user requests, and resolve issues on first call, or route to the appropriate resolving support group.
  • Perform active case management and be accountable for end-to-end delivery of requests that originate with them and is responsible for ensuring resolution is driven by all downstream support groups.
  • Monitor Incident or Problem status to facilitate Incident/Problem closure within defined service level standards or escalate in accordance with the escalation management process.
  • Develop, establish and maintain call prioritization guidelines and escalation procedures.
  • Provide a systems status recording with status information such as known Major Incidents and estimated recovery time.
  • ServiceNow Queue Management - Incident, Service Request, Problem & Change.
  • Ensure all the specified SLAs are met in accordance with the customer agreement.
  • Maintain and drive the call quality keeping customer satisfaction as priority.
  • Escalate customer concerns on timely basis and follow up to closure.
  • Take end to end ownership of call and ticket to ensure timely closure and resolution.
  • Follow the quality parameters as specified by the quality protocol and process to be followed.

Good-to-Have

  • Knowledge of ITIL Processes – MI, PM


If interested in the role, kindly apply.


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