Tata Consultancy Services Looking for Service Desk Agent at Nagpur, Maharashtra, India

Tata Consultancy Services; Nagpur; On-site; INR 1,00,000 - 4,50,000; Full time

Job summary

An established industry player is looking for a dedicated Service Desk professional to join their dynamic team in Nagpur. This role is perfect for individuals passionate about customer care, eager to resolve technical IT issues, and committed to delivering exceptional service. You will be at the forefront of ensuring end users can work efficiently, handling everything from troubleshooting to incident management. With a focus on continuous improvement and collaboration, this position offers a unique opportunity to enhance your technical and soft skills while contributing to a high-quality customer experience. If you thrive in a fast-paced environment and enjoy problem-solving, this is the role for you!

Qualifications

• Excellent spoken and written English communication skills.
• Ability to work 24/7 rotating shifts and resolve end user issues.

Responsibilities

• Respond to L1 / L2 troubleshooting issues over the phone.
• Document all actions clearly according to process in Service Now system.

Skills

Windows 10 knowledge

Customer interaction skills

Service Now tool experience

ITIL knowledge

O365 and Sharepoint knowledge

Network and systems monitoring

End User configuration tools

Troubleshooting skills

Education

15 years of full-time education

Tools

Service Now

AD

MIM

Job description

TCS Hiring for Service Desk

Job Title: Service Desk

Location: TCS – Nagpur

Experience Range: 4-12 Years

Mode of Interview: Virtual

Date: 15 June 2024

Job Details & Requirements:

• You will be passionate about customer care and getting end users back to work efficiently when they have had interruptions due to technical IT issues.
• You will be technically knowledgeable of Windows and associated IT technologies, curious, and willing to take responsibility and ownership of issues from creation to resolution.
• You will be a team player who is aware of your strengths, and when you need assistance from other team members or groups, and when your team mates may be in need of your help.
• You will be aware of the importance of your customer facing role within a multi-faceted client and service provider team.

Your will have:

• Excellent spoken English and written communication skills.
• Excellent Customer interaction skills
• Focus and commitment to resolve end user issues.

You will be required to:

• Respond to L1 / L2 Troubleshooting issues over phone, with a drive to achieve First Call Resolution.
• Respond to incidents and requests logged by user via Service Now tool within SLA requirements.
• Investigate and diagnose incidents and take necessary action to quickly resolve or escalate to the correct onward support team.
• Document all actions clearly according to process in Service Now system.
• Follow incident life cycle as defined by process for logging the incident with proper priority, categorisation, and documentation, performs follow up on all necessary incidents as defined in process with customer to ensure timely closure.
• Constantly improve technical, process and soft skills to achieve client and internal quality CSAT scores, resolution, on call and customer service scores.
• Assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement.
• Performs incident notification and escalation to ensure issues are communicated effectively and receive proper management attention.

You must be:

• Able to work 24/7 rotating shifts.
• Flexible for shift rotation.

Expected Skills:

• Windows 10 knowledge and typical End User configuration tools, such as AD, MIM
• Typical Windows end user administration tasks, such as printer and peripheral configuration, software deployment, application awareness, user management, access management etc.
• Knowledge of O365 and Sharepoint
• Experience in network and systems monitoring.
• Servicenow or other ITIL call management system experience
• Good working knowledge of ITIL
• Ability to update Knowledge Articles

Minimum Qualification:

15 years of full-time education.

Thanks & Regards,

Lingamathi T