Service Desk Specialist

6 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 for
Role: Service Desk
Experience Range: 4 – 6 Years
Location: Chennai/Bengluru
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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