Service Desk Engineer

Tata Consultancy Services; Mumbai, Gandhinagar; On-site; INR 300,000 - 450,000; Full time

Job summary

Tata Consultancy Services is seeking a Service Desk Agent in Mumbai to provide first-level support via phone, chat and web tickets. You will handle incidents and service requests, coordinate resolutions, and maintain strong client relationships to ensure satisfaction.

You will demonstrate product understanding, follow incident management processes, and be prepared to work in shifts to meet workload demands in a banking-support environment.

Responsibilities

• 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
• Build positive client relationships and focus on satisfaction
• Own and manage incidents from start to resolution with updates to clients
• Escalate issues to ESS or Team Leaders when needed
• Adhere to banks’ processes and drive best user experience
• Resolve issues promptly and know when to escalate during high volumes
• Be ready to work in shifts

Job description

Role & responsibilities

The primary 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
• 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 escal especially during high call volume periods.
• Ready to work in Shifts.