Service Desk Lead

4 days ago

bangalore, India Tata Consultancy Services Full time

Greetings from TCS TCS is hiring for Service Desk Lead Experience : 7 to 12 years Location: Delhi and Chennai Mode of Drive: Virtual Date:10th Dec 2025 (Wednesday) Job Description: Must have: Answers and responds to inbound calls or electronic requests from end-users regarding products Creates and documents all support calls from the user community into the service desk tracking software Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support Analyzes and resolves all application software or hardware incidents and requests from end-users Ensures to log and tracks incidents and requests from identification through resolution stages Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete Updates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contact Ensures accurate and necessary information is obtained by utilizing Remedy Templates when available Responsible for providing on-call support as needed Establishes and develops relationships with other IT&S teams through frequent constructive communication Responsible for identifying shortcomings for implementing process improvements Complies with and supports IT&S standards, policies, and procedures Logs incidents and requests into appropriate product categorization Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users Handles customers’ issues or requests with a professional attitude Good to Have: Technical knowledge of information technology systems and infrastructure Providing technical diagnosis and solutions to users, either over the phone or via email Assisting with the installation and configuration of IT systems Collaborating with technical support teams to provide an efficient resolution to technical issues Ensuring that users receive appropriate feedback and support throughout the resolution process Ability to stay calm under pressure and make sound decisions in crisis situations

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