Service Desk Specialist

2 months ago


Flower Bazaar, India Tata Consultancy Services Full time

Greetings from TCSJob Title: Service Desk ExecutiveLocation: ChennaiExperience Range: 3 - 5 YearsJob DescriptionTCS has always been in the spotlight for being adept in “the next big technologies”. What we can offer you is a space to explore varied technologies and quench your techie soul.What are we looking for?1. First Point of Contact: Act as the initial point of contact for users facing technical issues, answering incoming calls, chats, and managing self- service tickets (Incident & Service Requests) promptly and professionally. 2. Technical Troubleshooting: Diagnose and resolve technical problems related to hardware, software, network, and applications, employing effective troubleshooting. Techniques (L1 expertise is expected) 3. Incident Management: Log, track, and prioritize incidents and service requests using the designated ticketing system (Service Now). Ensure accurate and timely documentation of all incidents and resolutions. 4. SLA Management: working on the tickets within the SLAs. 5. Customer Support: Provide exceptional customer service by offering clear and concise instructions, guidance, and support to users. Ensure user satisfaction and maintain positive relationships with stakeholders. 6. Escalation Handling as/when required: Escalate complex issues to the appropriate support teams or higher-tier support in accordance with predefined procedures and service level agreements (SLAs). 7. Adherence to Policies: Follow established protocols, policies, and best practices for security, compliance, and confidentiality in handling user information and sensitive data. 8. Working Hours: Service Desk runs 24x7 from OfficeShifts are rotational including weekends. Login time: 8+1 hours



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