Service Desk Engineer

Tata Consultancy Services; Chennai District; On-site; INR 420,000 - 640,000; Full time

Job summary

Tata Consultancy Services in Chennai invites applications for a Service Desk Engineer role. The candidate will handle inbound calls, document tickets, and resolve basic incidents at the service desk.

The job requires 3 to 6 years of experience, strong communication, and ability to work with Remedy templates, on-call support, and collaboration with IT&S teams.

Qualifications

• Proven experience as a help desk technician or other customer support role.
• Ability to handle calls and requests with a professional attitude.

Responsibilities

• Answers and responds to inbound calls or electronic requests from end-users regarding products
• Creates and documents all support calls from the user community into the service desk tracking software
• Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support
• Analyses and resolves all application software or hardware incidents and requests from end-users
• Ensures to log and tracks incidents and requests from identification through resolution stages
• Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete
• Updates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contact
• Ensures accurate and necessary information is obtained by utilizing Remedy Templates when available
• Responsible for providing on-call support as needed
• Establishes and develops relationships with other IT&S teams through frequent constructive communication
• Responsible for identifying shortcomings for implementing process improvements
• Complies with and supports IT&S standards, policies, and procedures
• Logs incidents and requests into appropriate product categorization
• Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users
• Handles customers issues or requests with professional attitude
• Tech savvy with working knowledge of office automation products, databases and remote control

Skills

Customer support

Remote control

Troubleshooting

Tools

Remedy

Job description

Dear Candidate!

Greetings from TCS !!!

Role: Service Desk Engineer

Location: Chennai

Experience Range: 3 to 6 Years

Job Description:

• Answers and responds to inbound calls or electronic requests from end-users regarding products
• Creates and documents all support calls from the user community into the service desk tracking software
• Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support
• Analyses and resolves all application software or hardware incidents and requests from end-users
• Ensures to log and tracks incidents and requests from identification through resolution stages
• Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete
• Updates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contact
• Ensures accurate and necessary information is obtained by utilizing Remedy Templates when available
• Responsible for providing on-call support as needed
• Establishes and develops relationships with other IT&S teams through frequent constructive communication
• Responsible for identifying shortcomings for implementing process improvements
• Complies with and supports HCA IT&S standards, policies, and procedures
• Logs incidents and requests into appropriate product categorization
• Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users
• Handles customers issues or requests with professional attitude.
• Proven experience as ahelp desk technicianor other customer support role
• Tech savvy with working knowledge of office automation products, databases and remote control

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