Analyst, Technical Support

Greetings TCS is hiring Role : Senior Desktop Engineer EXP : 8-10 YEARS LOCATION : Bengaluru Job Description The associate responsible for ensuring adherence to Desktop Engineering processes, resolving desktop L3 tickets with in SLA, generating SLA reports and other project management report Responsibilities : Understanding application deployment process using SCCM / SI Understanding and following Desktop Engineering processes for Support Understand customer problem and provide timely resolution Helping customers solve technical issues with telephone support Answering questions from customer about the features and capabilities of Desktop Engineering related technologies Developing customer-facing documentation on an as-needed basis Excellent written and oral communication skills Performing end-to-end analysis, solution identification and documentation Communicating customer needs and wishes to development and engineering teams Timely generation of required SLA reports

• Planning resource availability and utilization Encouraging initiative and leadership amongst team members Forecasting resource requirement Assessing and filling up open positions Negotiating with the stakeholders when needed Planning and encouraging learning amongst team members Generating SLA reports Presenting project management reports to the stakeholders Ensuring adherence to Desktop Engineering processes