Service desk

Job Description

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. TCS Hiring for Service desk Experience Range: - 02 To 4 Yrs Job Locations : New Delhi & Indore Job Description Roles and Responsibilities · Serve as the first point of contact for customers seeking technical assistance over the phone/email/chat. · Perform remote troubleshooting through diagnostic techniques/tools and pertinent questions. Determine the best solution based on the issue and details provided by customers. · Walk the customer through the problem-solving process. · Direct unresolved issues to the next level of support personnel. · Provide accurate information on IT products or services. · Record events and problems and their resolution in logs. · Follow-up and update customer status and information. · Pass on any feedback or suggestions by customers to the appropriate internal team. · Identify and suggest possible improvements on procedures. Analysing and evaluating software and ITIS systems Answering incoming ITIS questions from clients and staff in person, over the phone or remotely Performing system installations, upgrades and maintenance procedures to prevent service outages Creating FAQ materials and training manuals for end users to easily access Keeping service desk records up to date Making suggestions to improve ITIS performance and avoid future issues Coordinating with internal divisions to ensure that the company is meeting ITIS requirements Keeping up with technological developments Required qualifications include the following: An associate or bachelor's degree in computer science, information systems or a related field A minimum of three years experience working in end-user support and ITIS performance analysis role Comprehensive and up-to-date understanding of computer hardware and software Proficiency with task management and customer relationship management software Outstanding analytical and problem-solving abilities Advanced interpersonal, communication and teamwork abilities Excellent time-management and organisational skills Desired Candidate Profile · Experience in supporting and troubleshooting Desktop, Laptops, Peripherals, Applications and Windows Operating System related issues. Basic Knowledge of Networking, VPN, DNS, DHCP, TCP/IP and Antivirus related troubleshooting. Assertive communication skills (written/Verbal) with the ability to deal with users at all levels in organization and customer service orientation. · Excellent listening skills . Knowledge of MS Office. · Exposure on remote management tools and workflow. · Ability to logically and effectively prioritize, schedule work and execute tasks · Extremely motivated team player with solid time management skills. · Ability to meet deadlines. Should also be flexible to work 24*7. Minimum Qualification: 15 years of full-time education Disclaimer: We encourage you to register at www.tcs.com/careers for exploring an exciting career with TCS. At the time of your application to TCS, the personal data contained in your application and resume will be collected by TCS and processed for the purpose of TCS's recruitment related activities. Your personal data will be retained by TCS for as long as TCS determines it is necessary to evaluate your application for employment as per our retention policy. You have the right to request TCS for temporary/permanent exclusion of your candidature from any recruitment related communication. For any such request you may write to careers.tcs.com. Show more Show less