Service Desk - SME

Tata Consultancy Services; Chennai District, Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Tata Consultancy Services in India is seeking experienced IT service support personnel to provide real-time guidance to L1 analysts and manage complex escalations. You will diagnose issues across workplace tech, identity, access, collaboration, and endpoints, coordinating with L2/L3, security, and vendor teams to ensure effective resolutions.

You will review queues, monitor KPIs, deliver coaching sessions, and drive automation and self-service initiatives to improve efficiency.

Responsibilities

• Provide real-time technical guidance to L1 analysts and own complex or high-impact escalations through resolution.
• Diagnose issues across workplace technologies, identity, access, collaboration, connectivity and endpoint.
• Coordinate effectively with L2/L3, application, infrastructure, security and vendor teams, with clear ownership and evidence-based escalation.
• Review queue monitoring, aging, repeat contacts, reassignment patterns, SLA risks, FCR/FLR, MTTR and KPIs.
• Deliver KT, shadow and reverse-shadow sessions, technical coaching, floor support and targeted refresher training.
• Drive shift-left, self-service, chatbot, remote action, workflow, and automation opportunities with measurable benefits.
• Support transition readiness including access validation, tool readiness, support model definition, escalation matrix, operational acceptance and go-live/hyper care.
• Conduct ticket and interaction quality reviews and ensure adherence to ITIL, security, privacy and customer-specific controls.

Job description

Role & responsibilities

1. Provide real-time technical guidance to L1 analysts and own complex or high-impact escalations through resolution.


2. Diagnose issues across workplace technologies, identity, access, collaboration, connectivity and endpoint.


3. Coordinate effectively with L2/L3, application, infrastructure, security and vendor teams, with clear ownership and evidence-based escalation.


4. Review queue Monitoring, aging, repeat contacts, reassignment patterns, SLA risks, FCR/FLR, MTTR and KPIs


5. Deliver KT, shadow and reverse-shadow sessions, technical coaching, floor support and targeted refresher training.


6. Drive shift-left, self-service, chatbot, remote action, workflow, and automation opportunities with measurable benefits.


7. Support transition readiness including access validation, tool readiness, support model definition, escalation matrix, operational acceptance and go-live/hyper care.


8. Conduct ticket and interaction quality reviews and ensure adherence to ITIL, security, privacy and customer-specific controls.