Service Desk Engineer

Tata Consultancy Services; Hyderabad; On-site; INR 600,000 - 800,000; Full time

Job summary

Tata Consultancy Services in Hyderabad is seeking an experienced IT Service Management professional to lead the Service Desk and drive end-to-end incident, request, and problem management. You will oversee L1/L1.5 support, monitor queues, and ensure SLAs and KPIs are achieved.

Responsibilities include coordinating with L2/L3 teams, managing major incidents, and upholding operational governance. This role requires strong leadership, process discipline, and 24x7 availability for critical services.

Qualifications

• Experience in IT service management with ITIL processes.
• Ability to lead and coordinate a Service Desk team across shifts.
• Strong incident, problem and change management capabilities.

Responsibilities

• Lead and manage the Service Desk team providing L1 and L1.5 support.
• Ensure timely resolution of incidents and service requests within SLAs/KPIs.
• Monitor service queues, ticket volumes, backlog, and aging incidents.
• Manage major incident communications and escalations.
• Coordinate with L2/L3 support teams for issue resolution.
• Ensure adherence to operational processes and support standards.
• Provide 24x7 operational governance and service oversight.
• Drive Incident, Request, and Problem Management processes.
• Conduct incident trend analysis and root cause discussions.

Skills

ITIL

Incident Mgmt

Problem Mgmt

Change Mgmt

Request Fulfillment

Service Governance

Team Management

Stakeholder Mgmt

Customer Engagement

Dashboard Creation

Excel Reporting

Tools

Excel

Dashboard Tools

Job description

TCS Hiring!!!

Role & responsibilities

• IT Service Management (ITIL)
• Incident Management
• Problem Management
• Change Management
• Request Fulfillment
• Service Governance
• Team Management
• Stakeholder Management
• Customer Engagement
• Escalation Management
• Excel Reporting
• Dashboard Creation

SLA/KPI Tracking

Service Desk Operations

Lead and manage the Service Desk team providing L1 and L1.5 support.

Ensure timely resolution of incidents and service requests within agreed SLAs/KPIs.

Monitor service queues, ticket volumes, backlog, and aging incidents.

Manage major incident communications and escalations.

Coordinate with L2/L3 support teams for issue resolution.

Ensure adherence to operational processes and support standards.

Provide 24x7 operational governance and service oversight.

Incident & Request Management

Drive Incident, Request, and Problem Management processes.

Conduct incident trend analysis and identify improvement opportunities.

Facilitate major incident reviews and root cause discussions.

Ensure proper ticket categorization, prioritization, and documentation.