Service Desk Tier 2

12 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 Tier 2

Experience Range: 5 – 8 Years

Location: Chennai.


Must Have:


  • Good Communication
  • Good-to-Have



Responsibility of / Expectations from the Role


  • Escalation resource for Tier 1 GTS Service Desk
  • Providing escalation resource to management for Tier I assistance and other job functions
  • Installing and troubleshooting hardware, peripherals and software for remote users
  • Resolving printer issues related to scanning and printer configuration
  • Troubleshooting for network functionality and performance issues
  • Setting up new user computer configurations for remote users
  • Assisting with RSA Token Resets
  • Take live inbound calls from Tier 2 hotline (warm transfers)
  • Providing Aruba device troubleshooting for network and remote users
  • AJG Certified for CUCM and Unity for phone and voicemail troubleshooting for all users
  • Training and Learning
  • Identifying training opportunities in all IT fields
  • Maintaining & growing skillset through training, collaboration with IT Level II and Level III
  • Knowledge Management Support
  • Assisting with complainant reporting and pre-requisites for applications and computers
  • Maintaining and Auditing all team documentation including Tier I and Tier II
  • Submitting regular Knowledge Base updates and articles to Knowledge Management Team
  • Collaboration
  • Working with application teams to drive and improve business relationships
  • Verifying vendor known issues with engineering (Monthly)
  • Working with level II and III teams to coordinate training
  • Participating and initiating continuous IT related improvement projects
  • Update and Maintain Computer Systems
  • Monitor and recommend computer image templates
  • Upgrading and repairing computer related hardware
  • Reimaging computers for Corporate office in Itasca – Rolling Meadows
  • Shipping loaner computers to non-Itasca users
  • Preventative resolution assistance for Service Desk Tier I and Tier II
  • Preventing computer reimages
  • Identifying problem tickets for reoccurring issues


Experience Required


  • 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
  • BSc/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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