Service Desk Specialist

Tata Consultancy Services; Mumbai; On-site; INR 350,000 - 550,000; Full time

Job summary

Tata Consultancy Services is seeking a Service Desk professional to provide first-level IT support in a fast-paced environment in Mumbai. You will handle calls, chats, and web tickets, and work to resolve incidents and service requests with a focus on customer satisfaction.

You should demonstrate strong communication, quick learning of our products, and a willingness to work in shifts. Prior service desk experience and client-facing skills are preferred.

Qualifications

• Provide first-level IT support via calls, chats and web tickets.
• Demonstrate understanding of incident and request fulfilment processes.
• Develop and maintain positive client relationships and aim for satisfaction.

Responsibilities

• Handle calls, chats and web tickets and resolve incidents or service requests.
• Escalate issues to ESS or Team Leaders when needed for quicker resolution.
• Maintain client-centric approach and adhere to bank processes for best UX.

Skills

Service desk

Customer support

Communication

Job description

TCS has been a great pioneer in feeding the fire of young techies like you. We are a global leader in the technology arena and there’s nothing that can stop us from growing together.

What we are looking for

Role: Service Desk

Experience Range: 3 – 7 Years

Must Have:

• 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 fulfilment process in line with the Service desk objectives.
• Provide technical assistance and support for clients and partners via call, chat and web
• 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 escape especially during high call volume periods.

Good to Have:

• Good Communication and Able to work in Shifts