From Service Desk 26th September 26 Virtual Mumbai

Tata Consultancy Services; Mumbai; Hybrid; INR 500,000 - 700,000; Full time

Job summary

Tata Consultancy Services seeks a Service Desk professional for Mumbai. The role involves providing first level support via calls, chats, and web tickets, and handling incidents or service requests per the service desk process.

You will coordinate incident resolution, demonstrate product understanding, and maintain client relationships to ensure satisfaction. Shift work and strong communication are expected.

Qualifications

• Provide first level support via calls, chats, and web tickets.
• Coordinate incident resolution to ensure timely handling.
• Demonstrate understanding of products and services in the support catalog.
• Maintain positive relationships with clients and ensure satisfaction.

Responsibilities

• Take ownership of incidents from start to resolution, with follow-ups as needed.
• Escalate issues to ESS or Team Leaders when required to resolve quickly.
• Work in shifts and maintain adherence to service desk processes.
• Ensure alignment with client-centric practices and bank processes.

Skills

First level support

Incident management

Customer communication

Technical troubleshooting

Documentation

Education

15 years of full-time education

Minimum percentile 50% in 10th, 12th, UG & PG

Job description

TCS has been a great pioneer in feeding the fire of young techies like you. We are a global leader in the technology arena and theres nothing that can stop us from growing together.

What we are looking for

Role: Service Desk

Experience Range: 3 to 8 Years

Location: Mumbai

Interview Date: 26th September 26

Interview mode: Virtual

Must Have:

• Service Desk Agent role is that of providing first level support through taking calls, chats, web tickets and handling the resulting incidents or Service Requests, using the incident and request fulfillment process in line with the Service desk objectives.
• Provide technical assistance and support for clients and partners via call, chat and web
• Co-ordinate incident resolution to ensure all problems are handled appropriately and in a timely manner
• Demonstrate technical understanding of the products and services in our support catalog
• Develop and maintain positive relationships with clients always focusing on their satisfaction
• Take ownership and accountability of an incident from start through to a successful resolution, following up where needed and communicating to the client

Good to Have:

• Escalate issues and involve a ESS or Team Leaders whenever required in order to solve problems as quick as possible
• Maintains and consistently demonstrates the core values of client centricity along with the knowledge of the Banks processes and practices to ensure driving the best User Experience.
• Resolve issues to the best of your ability in a timely manner and know when to elevate especially during high call volume periods.
• Ready to work in Shifts.

Essential:

• Escalate issues and involve a ESS or Team Leaders whenever required in order to solve problems as quick as possible
• Maintains and consistently demonstrates the core values of client centricity along with the knowledge of the Banks processes and practices to ensure driving the best User Experience.
• Resolve issues to the best of your ability in a timely manner and know when to elevate especially during high call volume periods.
• Ready to work in Shifts.

Minimum Qualification:

• 15 years of full-time education
• Minimum percentile of 50% in 10th, 12th, UG & PG (if applicable)