Desktop Remote Support

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: Desktop Remote Support

Experience Range: 4 - 6 years

Location: Pune, Kochi, Indore

Interview Mode: Friday Virtual Drive

Must Have:

• This is an intermediary team between Service Desk and the next-level support teams.
• Perform deeper-level remote desktop troubleshooting.
• Possess deeper technical desktop knowledge than Service Desk agents.
• Calls that are within resolution capabilities of the Level 1.5 team should be warm transferred over by Service Desk.
• Utilize remote control tools in accordance with Manulife's security policies to diagnose, troubleshoot and train.
• Remote Deskside Support will provide incident and request management support to all End Users.
• Incident handling: including troubleshooting, follows incident management process.
• Service Requests: Any IMAC that does not require a physical presence should be completed by the RDS Team.
• Software application support for Tier 1, 2 and 3 applications both commercial off the shelf and customer developed.
• Installation support for Tier 4 applications.
• Queue management for incident resolution and request fulfillment.

Good to Have:

• Provide input to Knowledge management for incident resolution
• Resolve End-User incidents based on priority level
• Request Management Fulfillment
• Review, process, and update requests and incidents tickets daily in the tool of record.
• Weekly & Monthly Operational Reports

Essential:

• Flexible to work in 24*7 environment
• Flexible to work on weekends
• Good communication skills to deal with customer
• End-to-End knowledge of activities being done

Minimum Qualification:

15 years of full-time education

Minimum percentile of 50% in 10th, 12th, UG & PG (if applicable)