Service Desk Specialist
3 weeks ago
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
Experience Range: 5 – 8 Years
Location: Chennai
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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