Talent.com
Service Desk

Service Desk

Tata Consultancy ServicesMount Abu, IN
30+ days ago
Job description

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 :

  • Basic 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

    • Technical Competencies

  • 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.

    • Process Competencies

  • 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.

    • Minimum Qualification :

    15 years of full-time education

    Create a job alert for this search

    Service Desk • Mount Abu, IN