Service Desk

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