Service Desk Tier 2

3 hours ago


Chennai, 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 forRole: Service Desk Tier 2Experience Range: 5 – 8 YearsLocation: Chennai

Must Have:

Good Communication

Responsibility of / Expectations from the Role:

Escalation resource for Tier 1 GTS Service DeskProviding escalation resource to management for Tier I assistance and other job functionsInstalling and troubleshooting hardware, peripherals and software for remote usersResolving printer issues related to scanning and printer configurationTroubleshooting for network functionality and performance issuesSetting up new user computer configurations for remote usersAssisting with RSA Token ResetsTake live inbound calls from Tier 2 hotline (warm transfers)Providing Aruba device troubleshooting for network and remote usersAJG Certified for CUCM and Unity for phone and voicemail troubleshooting for all usersTraining and LearningIdentifying training opportunities in all IT fieldsMaintaining & growing skillset through training, collaboration with IT Level II and Level IIIKnowledge Management SupportAssisting with complainant reporting and pre-requisites for applications and computersMaintaining and Auditing all team documentation including Tier I and Tier IISubmitting regular Knowledge Base updates and articles to Knowledge Management TeamCollaborationWorking with application teams to drive and improve business relationshipsVerifying vendor known issues with engineering (Monthly)Working with level II and III teams to coordinate trainingParticipating and initiating continuous IT related improvement projectsUpdate and Maintain Computer SystemsMonitor and recommend computer image templatesUpgrading and repairing computer related hardwareReimaging computers for Corporate office in Itasca – Rolling MeadowsShipping loaner computers to non-Itasca usersPreventative resolution assistance for Service Desk Tier I and Tier IIPreventing computer reimagesIdentifying problem tickets for reoccurring issues

Experience Required

Proven experience as a help desk technician or other customer support roleTech savvy with working knowledge of office automation products, databases and remote controlGood understanding of computer systems, mobile devices and other tech productsAbility to diagnose and resolve basic technical issuesProficiency in EnglishExcellent communication skillsCustomer-oriented and cool-temperedBSc/BA in IT, Computer Science or relevant field

Interested candidates pls share your cv to mailid:

with subject "

Service Desk Tier 2"

for further Discussion
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