Technical Support Specialist

1 week ago


Hyderabad, Telangana, India Tata Consultancy Services Full time
About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at Tata Consultancy Services. As a Technical Support Specialist, you will be responsible for providing top-notch technical support services to our clients in the realm of EUC (End-User Computing) and desktop solutions.

Job Description

In this role, you will be part of our esteemed team that delivers cutting-edge technical support services to our esteemed clientele. Your primary responsibility will be to provide prompt and efficient resolution to customer complaints, requests, and incidents related to EUC and software/OS installations and support.

You will be working closely with our internal teams to ensure seamless delivery of operations and exceptional customer satisfaction. Your key areas of focus will include incident resolution, request fulfillment, change management, and problem-solving activities all delivered within agreed Service Level Agreements (SLAs).

Key Performance Indicators (KPIs) for this role include:

  • First call resolution rate
  • Incident resolution time
  • Customer satisfaction ratings
Requirements

To be successful in this role, you should possess:

  • At least 4 years of experience in a customer-focused end-user support function covering EUC and software/OS installations and support
  • Excellent communication and troubleshooting skills
  • Strong customer service skills articulating policies and procedures confidently
  • Ability to work under tight timelines and willingness to challenge/question with courage
  • Experience of working with modern ITSM tools (Service Now)
  • ITIL v3 Foundation certification (preferable)
Preferred Qualifications

A strong background in ITIL service management processes would be advantageous. In addition, possessing an ITIL certification or being ITIL certified would be a significant plus.

What We Offer

As a valued member of our team, you can expect:

  • A competitive salary of ₹800,000 - ₹1,200,000 per annum, commensurate with your experience and qualifications
  • A comprehensive benefits package including medical insurance, retirement plans, and paid time off
  • Ongoing training and development opportunities to enhance your skills and career progression
  • A dynamic and inclusive work environment that fosters collaboration and innovation

Please note that these figures are estimates based on industry standards and may vary depending on individual circumstances.



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