Tata Consultancy Services | ITIS Service Desk
2 weeks ago
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: ITIS Service Desk
Experience Range: 4 – 6 Years
Location: Chennai
Must-Have:
- Coordinate the service desk team members in their daily duties of attending to clients who come to make inquiries and facilitate good customer service culture in team members
- Evaluate and assess service delivery performance metrics and carry out survey on clients to weigh the level of service delivery in the company
- Keep record of daily operations at the desk for tracking of customer needs, services rendered and future reference
- Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
- Delegate specific service desk responsibilities to team members to create specialization and increase service delivery pace
- Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
- Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective.
- The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
- A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
- An ability to balance and plan the short-term actions of the team.
- Knowledge and understanding of all relevant industry standards.
- Knowledge and understanding of best practices for service management.
- Strong communication skills, including the ability to be influential and persuasive with stakeholders.
- An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
- A complete understanding of the organization’s business.
- An ability to think critically about systems and to make adjustments consistently as needed.
- The ability to manage time effectively while setting the tone of the team through modelling and leadership.
Interested candidates pls share your cv to mailid: c.nayana@tcs.com with subject " ITIS Service Desk" for further Discussion
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