Global Service Desk Manager
3 weeks ago
We are seeking a skilled Service Desk Agent to join our TCS team.
About the Role
Key Responsibilities
• Manage the Service Desk team according to TCS policies and guidelines, including training and development, performance monitoring, appraisals, and objective setting.
• Experience of working with customers in a Global Delivery Model.
• Provide proactive, performance-driven customer service and manage workloads effectively.
• Ensure the delivery of all Risk and Audit activities, team meetings, and issue resolution.
• Produce high-quality reports and propose improvements in Service Desk operations.
• Work with IT teams to identify ServiceNow automation and integration opportunities.
• Onboard new team members and coach and encourage less experienced team members.
Requirements
• Clear understanding of IT services, their usage, and the impact of non-availability.
• Ability to own, review, and revise ITIL Service Operation Policies, Processes, and Procedures.
• Collaboration with team managers to manage the configuration of the IT Service Management and call logging tool.
• Contribution to the team's Service Management targets and Continuous Service Improvement Program.
• Lead role in transitioning new services into Service Operation.
• Building and maintaining good working relationships with customers, suppliers, and technical areas.
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