Service Desk Manager
4 weeks ago
Tata Consultancy Services (TCS) is a global leader in the technology arena, and we're looking for a skilled Service Desk Agent to join our team.
Key Responsibilities:- Manage the Service Desk team according to TCS policies and guidelines, including training, performance monitoring, and resource management.
- Experience working with customers in a Global Delivery Model and a proactive, performance-driven individual with expertise in IT Service Desk.
- Manage workload and ensure effective delivery using onsite and offshore resources.
- Responsible for delivering all Risk and Audit activities and ensuring team meetings happen as agreed.
- Produce high-quality weekly and monthly reports and propose improvements in Service Desk operations.
- Work with IT teams to identify ServiceNow automation and integration opportunities and onboard new team members.
- Coach and encourage less experienced team members and articulate IT services provided.
- Take a hands-on approach to managing daily workload and ensure all calls are properly handled and customers are kept informed.
- Own, review, and revise ITIL Service Operation Policies and regularly report on their performance using KPIs and metrics.
- 4-7 years of experience in a Service Desk role.
- Proven track record of managing teams and delivering results.
- Excellent communication and customer service skills.
- Ability to work in a fast-paced environment and prioritize tasks effectively.
If you're a motivated and experienced Service Desk professional looking for a new challenge, please submit your CV to c.nayana@tcs.com with the subject "Service Desk Agent" for further discussion.
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