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Walk-in || TCS_WALK IN_Service Desk - SME_Bangalore 24 Oct pri

6 - 8 years

Bengaluru

Posted:1 week ago

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Job Description

Job Title:

Location:

Experience:

Job Type:

Roles & Responsibilities

  • Act as the SME and provide technical guidance to Service Desk Analysts.
  • Handle complex incidents and high-priority escalations.
  • Proactively monitor and troubleshoot endpoint issues using Nexthink.
  • Manage incidents and service requests through ServiceNow.
  • Troubleshoot Microsoft 365, Outlook, Teams, Windows 10/11, Active Directory, Entra ID, and VPN-related issues.
  • Coordinate with L2/L3, Infrastructure, Security, and Vendor teams.
  • Monitor SLA compliance, ticket aging, MTTR, FCR, and service desk KPIs.
  • Conduct KT sessions, mentoring, coaching, and quality reviews.
  • Drive automation, self-service, and process improvement initiatives.
  • Ensure adherence to ITIL processes and best practices.

Skills Required

ITIL PRI Servicenow Incident management Nexthink Service desk Incident Desk

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Work Mode

Work from Office

Job Type

Full Time

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