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Service Desk Agent

1 month ago

Chennai, Tamil Nadu, India Tata Consultancy Services Full time

Skill : Service Desk Agent L1

Job Location : Chennai & Bengaluru

Experience : 2 to 6 Years

Job Description :

  • Manage the day-to-day activities of IT- Helpdesk Operations.
  • Manage and co-ordinate the processing of incoming calls/Chats/ tickets to ensure timely and effective resolution of incidents and requests as per pre-defined SLA.
  • Co-ordinate and implement processes and procedures to achieve optimal team workflow.
  • Implement and monitor ticket handling and escalation policies and procedures.
  • Achieve increased productivity and minimize disruptions through a quick resolution of user queries and incidents.
  • Be a first level escalation point and provide coordination and support for the IT- HelpDesk during high severity incidents.
  • Provide communication to customers in preparation for planned work and unplanned outages.
  • Align experienced engineers for timely resolution of tickets.
  • Verify Service Desk tickets for proper notations, tagging, and proper closer process is followed (QC).
  • Prepare engineers to shift roster as per business requirements.
  • Follow engineer onboarding & offboarding process.
  • Regularly update with accurate and useful information for both SD Team and users .
  • Ensure adequate coverage during all operating hours.
  • Identify trends and make recommendations for improvements .
  • Raising IT-Helpdesk Team observations and recommendations to the Project Lead/ Manager
  • ITIL4 Foundation certification is a plus