Service Desk

Dear Candidate!

Greetings from TCS !!!

Role: Service Desk

Location: Chennai

Experience Range: 4 to 7 Years

• Experience of working with customer in Global Delivery Model

• Proactive, Performance-driven, customer service oriented, well-organized individual with expertise in IT Service Desk.

• Manage work load coming into Service Desk using the resources available (onsite, offshore) and ensuring effective delivery.

• Responsible for delivery of all Risk and Audit activities.

• Propose improvements in Service Desk line with business requirements and with vision of changing technology.

• Work with various IT teams to identify ServiceNow automation and integration opportunities to improve the existing state of IT operations

• Ability to coach and encourage less experienced members of the team

• Clear understanding and ability to articulate the IT services provided, how they are used and impact of non-availability

• Take a hands-on approach to managing the daily workload of the Service Desk, ensuring all calls are being properly handled, prioritized, and progressed, customers are kept informed, and communications and customer service are of the highest standard.

• To own, review, and revise the ITIL Service Operation Policies, Processes, and Procedures pertaining to the role and regularly report on their performance using a range of KPIs and metrics. These include Incident, Even and Access Management and Request Fulfilment.

• In collaboration with other team managers across Onsite and Offshore, manage the configuration of the IT Service Management and call logging tool so that all call types are managed as efficiently and effectively as possible.

• Compile and maintain the workflows, processes, and procedures used by Support Analysts in their day to day roles following ITIL standards.

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.