Service Desk SME

Tata Consultancy Services; Mumbai, Ahmedabad District; On-site; INR 350,000 - 650,000; Full time

Job summary

Tata Consultancy Services in Mumbai is seeking a Service Desk Agent to provide first-level IT support via calls, chats, and web tickets. You will coordinate incident resolution, demonstrate product knowledge, and maintain strong client relationships to ensure high satisfaction.

The role requires ownership of incidents from start to finish, timely communication with clients, and readiness to work in shifts. Prior support experience is a plus, with a customer-centric mindset and strong

Qualifications

• Communication skills required.
• Willingness to work in shifts.

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.
• Develop and maintain positive relationships with clients.
• Take ownership of incidents from start to resolution and communicate with the client.
• Escalate issues to ESS or Team Leaders when needed.
• Maintain client-centric values and knowledge of banking processes.
• Resolve issues promptly and escalate during high call volumes.

Skills

Communication skills

Ready to work in shifts

Job description

Role & responsibilities

Must-Have

• Communication skills
• Ready to work in Shifts.

Good-to-Have

1-2 years relevant experience

Role descriptions / Expectations from the Role

1

• 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 elevate especially during high call volume periods.
• Ready to work in Shifts.