Service Desk SME

Tata Consultancy Services Limited; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Tata Consultancy Services Limited in Bengaluru seeks a skilled IT Service Desk SME to guide analysts, handle high-priority incidents, and monitor endpoint health. You will coordinate across IT teams, troubleshoot MS 365 and AD environments, and drive automation to improve service delivery.

The candidate will mentor staff, conduct KT sessions, and ensure ITIL-aligned operations while meeting SLA targets and contributing to KPI improvements.

Qualifications

• Act as SME and provide technical guidance to Service Desk Analysts.
• Handle complex incidents and high-priority escalations.
• Drive automation, self-service, and process improvement initiatives.
• Adhere to ITIL processes and best practices.

Responsibilities

• Act as SME and provide technical guidance to Service Desk Analysts.
• Handle complex incidents and high-priority escalations.
• Proactively monitor and troubleshoot endpoint issues using Nexthink.
• Manage incidents and service requests through ServiceNow.
• Troubleshoot Microsoft 365, Outlook, Teams, Windows 10/11, Active Directory, Entra ID, and VPN-related issues.
• Coordinate with L2/L3, Infrastructure, Security, and Vendor teams.
• Monitor SLA compliance, ticket aging, MTTR, FCR, and service desk KPIs.
• Conduct KT sessions, mentoring, coaching, and quality reviews.
• Drive automation, self-service, and process improvement initiatives.
• Ensure adherence to ITIL processes and best practices.

Skills

Endpoint troubleshooting

Incident management

ITIL processes

Mentoring

Process improvement

Tools

Nexthink

ServiceNow

Microsoft 365

Active Directory

Entra ID

VPN

Job description

• Act as the SME and provide technical guidance to Service Desk Analysts.
• Handle complex incidents and high-priority escalations.
• Proactively monitor and troubleshoot endpoint issues using Nexthink.
• Manage incidents and service requests through ServiceNow.
• Troubleshoot Microsoft 365, Outlook, Teams, Windows 10/11, Active Directory, Entra ID, and VPN-related issues.
• Coordinate with L2/L3, Infrastructure, Security, and Vendor teams.
• Monitor SLA compliance, ticket aging, MTTR, FCR, and service desk KPIs.
• Conduct KT sessions, mentoring, coaching, and quality reviews.
• Drive automation, self-service, and process improvement initiatives.
• Ensure adherence to ITIL processes and best practices.