Service Desk

7 days ago

mumbai, India Tata Consultancy Services Full time

TCS Hiring for Service Desk Experience Range : 06 To 08 yearsJob Location : Mumbai, IndiaJOB DESCRIPTIONRequires exceptional verbal and written communication skills as well as strong customer service and interpersonal skills.Accountable to answer customer requests and assisting customer either by email/chat or over the phone.Should be flexible for voice support.Ability to understand customer issue and troubleshoot to resolve it as an FCR. Must be a strong cross-team collaborator.Requires the ability to thrive in a demanding, fast paced 24*7*365 operations support environment.Basic knowledge about Systems, backup and Network.Ability to drive higher Customer Satisfaction and maintain the defined SLA's and KPI's.Technical Skills:Basic troubleshooting of Windows/Mac operating systemsUnderstanding of networking basics (DNS, DHCP, TCP/IP) Experience with ticketing systems like Service Now(SNOW) Knowledge of Active Directory and user account management Familiarity with remote desktop tools Office 365/Google Workspace supportBasic hardware troubleshooting (printers, laptops, desktops) VPN and remote access troubleshooting Basic understanding of ITIL processesTechnical Competencies Operating Systems: Proficiency in supporting Windows, macOS, and basic Linux environments.Networking Basics: Understanding of LAN/WAN, IP addressing, DNS, DHCP.User Management: Active Directory, password resets, group policy basicsEmail Systems: Support for Office 365, Exchange, or Google Workspace.Remote Support Tools: Familiarity with tools like TeamViewer, Remote Desktop, Bomgar.Hardware Troubleshooting: PCs, laptops, printers, scanners, mobile devices.VPN and Security: Basic support for VPN connections, MFA, and endpoint protection.Ticketing Systems: Experience with ITSM platforms (e.g., ServiceNow, Jira Service Desk).Mobile Device Support: iOS, Android, MDM platforms.Basic Scripting (Optional for L2+): PowerShell, batch scripts for automation.Process Competencies ITIL Framework Knowledge: Incident, request, and problem management processes.Ticket Handling: Logging, categorizing, prioritizing, and resolving tickets within SLA timelines.Knowledge Base Usage: Ability to search and contribute to internal KB articles.Change Management Awareness: Understanding change requests and approvals (optional at L1 but a plus).Escalation Procedures: Knowing when and how to escalate tickets to L2/L3.Reporting & Documentation: Accurate incident documentation, creating reports on service performance.SLA & KPI Awareness: Understanding service levels, response/resolution times, and performance metricsContinuous Improvement: Proactively identifying recurring issues and suggesting process improvements.Minimum Qualification:15 years of full-time education

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