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Service Desk Lead

2 months ago

kochi, India Tata Consultancy Services Full time

Greetings from TCS


Job Title: Service Desk Lead

Location: Kochi

Experience Range: 5 - 10 Years


Job Description

TCS 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?

  • Able to work 24/7 rotating shifts.
  • Flexible for shift rotation .
  • Windows 10 knowledge and typical End User configuration tools, such as AD, MIM
  • Typical Windows end user administration tasks, such as printer and peripheral configuration, software deployment, application awareness, user management, access management etc
  • Knowledge of O365 and Sharepoint
  • Experience in network and systems monitoring.
  • Servicenow or other ITIL call management system experience
  • Good working knowledge of ITIL
  • Ability to update Knowledge Articles


Roles/Expectations from the role:

  • Respond to L1 / L2 Troubleshooting issues over phone, with a drive to achieve First Call Resolution.
  • Respond to incidents and requests logged by user via Service Now tool within SLA requirements.
  • Investigate and diagnose incidents and take necessary action to quickly resolve or escalate to the correct onward support team.
  • Document all actions clearly according to process in Service Now system.
  • Follow incident life cycle as defined by process for logging the incident with proper priority, categorisation, and documentation, performs follow up on all necessary incidents as defied in process with customer to ensure timely closure.
  • Constantly improve technical, process and soft skills to achieve client and internal quality CSAT scores, resolution, on call and customer service scores.
  • Assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement.
  • Performs incident notification and escalation to ensure issues are communicated effectively and receive proper management attention.