Servicedesk QA

Tata Consultancy Services; Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

Tata Consultancy Services in India seeks an IT Service Management professional to drive incident, request, problem and change processes aligned with ITIL best practices. You will leverage strong analytical and reporting skills to monitor performance and ensure quality.

Familiarity with QA methodologies and audit processes, plus excellent communication and coaching abilities, are essential for success. Experience with ServiceNow or similar ticketing tools is preferred to streamline service

Qualifications

• Strong knowledge of ITIL processes (Incident, Request, Problem, Change).
• Experience with service desk operations and ticketing tools (ServiceNow preferred).
• Excellent analytical and reporting skills.
• Familiarity with QA methodologies and audit processes.
• Good communication and coaching skills.

Skills

ITIL knowledge

Service Desk operations

Analytical reporting

QA methodologies

Communication coaching

Tools

ServiceNow

Job description

Primary Skills:

1. Strong knowledge of ITIL processes (Incident, Request, Problem Management).
2. Experience with Service Desk operations and ticketing tools (ServiceNow preferred).
3. Excellent analytical and reporting skills.
4. Familiarity with QA methodologies and audit processes.
5. Good communication and coaching skills.

Secondary Skills:

1. Good understanding of Incident, Asset, Problem and Change Management (ITIL)
2. Knowledge of CMDB & Service Mapping