Desktop Remote Support

4 days ago

India Cochin Kochi Ernakulam Tata Consultancy Services Full time

Job Description 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: Desktop Remote Support Experience Range: 4 - 6 years Location: Pune, Kochi, Indore Interview Mode: Friday Virtual Drive Must Have: - This is an intermediary team between Service Desk and the next-level support teams. - Perform deeper-level remote desktop troubleshooting. - Possess deeper technical desktop knowledge than Service Desk agents. - Calls that are within resolution capabilities of the Level 1.5 team should be warm transferred over by Service Desk. - Utilize remote control tools in accordance with Manulife's security policies to diagnose, troubleshoot and train. - Remote Deskside Support will provide incident and request management support to all End Users. - Incident handling: including troubleshooting, follows incident management process. - Service Requests: Any IMAC that does not require a physical presence should be completed by the RDS Team. - Software application support for Tier 1, 2 and 3 applications both commercial off the shelf and customer developed. - Installation support for Tier 4 applications. - Queue management for incident resolution and request fulfillment. Good to Have: - Provide input to Knowledge management for incident resolution - Resolve End-User incidents based on priority level - Request Management Fulfillment - Review, process, and update requests and incidents tickets daily in the tool of record. - Weekly & Monthly Operational Reports Essential: - Flexible to work in 24*7 environment - Flexible to work on weekends - Good communication skills to deal with customer - End-to-End knowledge of activities being done Minimum Qualification: 15 years of full-time education Minimum percentile of 50% in 10th, 12th, UG & PG (if applicable)

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