Service Desk Associate

Tata Consultancy Services; India; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

Tata Consultancy Services is seeking an experienced leader to drive end-to-end transitions for large service desk operations and oversee global delivery. You will engage with clients, shape transformation proposals, and lead pre-sales activities to craft winning solutions.

The role requires strong ITIL/ITSM expertise, hands-on GenAI and automation experience, and the ability to manage security controls including IAM. Excellent stakeholder communication is essential.

Qualifications

• Experience leading large service desk transitions and operations.
• Strong knowledge of voice and chat support environments.
• In-depth understanding of ITSM tools and processes (ITIL a plus).
• Exposure to GenAI platforms and automation solutions.
• Experience implementing and monitoring security controls, including IAM.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead end-to-end transitions for large service desk operations, ensuring effective change management.
• Develop transformation proposals tailored to client needs and objectives.
• Front-end customer engagements for demos and requirements gathering.
• Serve as Pre-sales Solutions Lead, collaborating with sales and technical teams to craft proposals.
• Oversee daily service desk operations, ensuring high standards for voice and chat support, incident resolution and customer satisfaction.
• Maintain compliance with security controls and regulatory requirements, including IAM.
• Drive adoption of GenAI and automation technologies to enhance service delivery and enable self-service.
• Coordinate with global support teams to manage enterprise-scale operations and deliver consistent service worldwide.

Skills

Service desk transitions

Voice & chat support

ITIL/ITSM

GenAI & automation

IAM security controls

Stakeholder management

Pre-sales collaboration

Tools

ITSM tools

Job description

Role & responsibilities

• Lead end-to-end transitions for large service desk operations, ensuring efficient change management and knowledge transfer.
• Develop and present transformation proposals tailored to client needs and business objectives.
• Front-end customer engagements, acting as the primary point of contact for solution demonstrations and requirements gathering.
• Serve as Pre-sales Solutions Lead, collaborating with sales and technical teams to craft winning proposals and solution strategies.
• Oversee daily service desk operations, ensuring high standards for voice and chat support, incident resolution, and customer satisfaction.
• Maintain compliance with security controls and regulatory requirements, including Identity and Access Management (IAM).
• Drive adoption of GenAI and automation technologies to enhance service delivery and enable self-service capabilities.
• Coordinate with global support teams to manage enterprise-scale operations and deliver consistent service worldwide.

Required Skills

• Proven leadership in service desk transitions and operations.
• Strong expertise in voice and chat support environments.
• In-depth knowledge of ITSM tools and processes.
• Exposure to GenAI platforms and automation solutions.
• Experience implementing and monitoring security controls, including IAM.
• Excellent communication and stakeholder management skills.

Preferred Qualifications

• ITIL certification or equivalent process expertise.
• Experience supporting large, enterprise environments.
• Advanced understanding of IAM and security frameworks.
• Background in automation and self-service enablement.
• Track record in handling global support operations.