Service DeskTata Consultancy Services • Mumbai, Maharashtra, India
Service Desk
Tata Consultancy Services • Mumbai, Maharashtra, India
30+ days ago
Job descriptionBasic troubleshooting of Windows / Mac operating systems Understanding of networking basics (DNS, DHCP, TCP / IP) Experience with ticketing systems like Service Now(SNOW) Knowledge of Active Directory and user account management Familiarity with remote desktop tools Office 365 / Google Workspace support Basic hardware troubleshooting (printers, laptops, desktops) VPN and remote access troubleshooting Basic understanding of ITIL processes Operating Systems : Proficiency in supporting Windows, macOS, and basic Linux environments. Networking Basics : Understanding of LAN / WAN, IP addressing, DNS, DHCP. User Management : Active Directory, password resets, group policy basics Email Systems : Support for Office 365, Exchange, or Google Workspace. Remote Support Tools : Familiarity with tools like TeamViewer, Remote Desktop, Bomgar. Hardware Troubleshooting : PCs, laptops, printers, scanners, mobile devices. VPN and Security : Basic support for VPN connections, MFA, and endpoint protection. Ticketing Systems : Experience with ITSM platforms (e.g., ServiceNow, Jira Service Desk). Mobile Device Support : iOS, Android, MDM platforms. Basic Scripting (Optional for L2+) : PowerShell, batch scripts for automation. ITIL Framework Knowledge : Incident, request, and problem management processes. Ticket Handling : Logging, categorizing, prioritizing, and resolving tickets within SLA timelines. Knowledge Base Usage : Ability to search and contribute to internal KB articles. Change Management Awareness : Understanding change requests and approvals (optional at L1 but a plus). Escalation Procedures : Knowing when and how to escalate tickets to L2 / L3. Reporting & Documentation : Accurate incident documentation, creating reports on service performance. SLA & KPI Awareness : Understanding service levels, response / resolution times, and performance metrics Continuous Improvement : Proactively identifying recurring issues and suggesting process improvements.
TCS Hiring for Service Desk
Experience Range : 06 To 08 years
Job Location : Mumbai, India
JOB DESCRIPTION
- Requires exceptional verbal and written communication skills as well as strong customer service and interpersonal skills.
- Accountable to answer customer requests and assisting customer either by email / chat or over the phone.
- Should be flexible for voice support.
- Ability to understand customer issue and troubleshoot to resolve it as an FCR.
- Must be a strong cross-team collaborator.
- Requires the ability to thrive in a demanding, fast paced 24
- 365 operations support environment.
- Basic knowledge about Systems, backup and Network.
- Ability to drive higher Customer Satisfaction and maintain the defined SLA's and KPI's.
Technical Skills :
Technical Competencies
Process Competencies
Minimum Qualification :
15 years of full-time education
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Service Desk • Mumbai, Maharashtra, India
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