Service Desk - SME _Virtual drive

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

Job summary

Tata Consultancy Services is seeking a Service Desk - SME with 4 to 8 years of experience to join our Chennai/Bengaluru operations. The role focuses on providing real-time guidance to L1 analysts, managing complex escalations, and ensuring high-quality support across workplace technologies.

You will collaborate with multiple IT teams, drive process improvements, and contribute to ongoing training and knowledge transfer initiatives to sustain service excellence.

Qualifications

• Must have hands-on experience in service desk/support environments.
• Strong communication and collaboration skills.

Responsibilities

• Provide real-time guidance to L1 analysts and own high-impact escalations.
• Diagnose issues across workplace tech, identity, access, collaboration, connectivity and endpoints.
• Coordinate with L2/L3, apps, infra, security and vendor teams with clear ownership.
• Review queues for aging, repeat contacts, reassignments, SLA risks and KPIs.
• Deliver knowledge transfer sessions, coaching, floor support and refresher training.
• Drive shift-left, self-service, chatbots, remote actions, workflows and automation.
• Support transition readiness including access validation, tool readiness and go-live readiness.
• Conduct ticket and interaction quality reviews, ensuring ITIL, security and privacy controls.

Job description

Role: Service Desk - SME

Experience : 4 to 8 Years

Location ; Chennai/Bengalore

Role & responsibilities

Responsibility of / Expectations from the Role

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.