Tcs is hiring For Service Desk Management - Technical Lead

Tata Consultancy Services; Chennai District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Tata Consultancy Services seeks an experienced Service Desk Management - Technical Lead in Chennai. You will oversee QA reviews, act as SME for Service Requests, and guide L1/L1.5 teams, ensuring ITIL-aligned processes and strong governance.

Candidates should have hands-on ServiceNow ITSM expertise, including RITMs, catalog tasks, approvals, SLAs, and workflows, plus a customer-centric approach and ability to coach agents in a 24x7 environment.

Qualifications

• Overall experience as a Service Desk Analyst / QA / SME in an ITIL-based Service Desk environment.
• Strong hands-on QA of Service Requests to ensure adherence to processes and SOPs.
• Subject Matter Expert (SME) in access management, software installation, password resets, and asset requests.
• Good working knowledge of ServiceNow ITSM including RITMs, Catalog Tasks, approvals, SLAs, and workflows.
• Solid understanding of ITIL Request Fulfilment and Incident Management (L1/L1.5).
• Awareness of process compliance, security controls, and audit requirements in client environments.
• Experience handling voice-based client interactions with request clarification, follow-ups, and escalations.
• Ability to review tickets for documentation quality, SLA adherence, and governance.
• Strong communication to provide constructive feedback and coaching to Service Desk agents.
• Customer-centric mindset balancing service quality, compliance, and SLA performance.
• Flexibility to work 24x7 per shift roster including weekends.

Responsibilities

• QA reviews of Service Requests to ensure ITIL/ SOP/ SLA compliance and client policies.
• Act as SME for Service Requests, guiding L1 agents and resolving issues.
• Validate approvals, security adherence, documentation, and audit evidence in ServiceNow tickets.
• Handle voice interactions for request clarification, escalations, and process guidance.
• Manage and support L1/L1.5 Incident handling with proper logging, prioritization, and escalation.
• Identify recurring quality gaps and recommend process/SOP/knowledge article improvements.
• Coach and mentor Service Desk agents based on QA findings and performance.
• Ensure adherence to client governance standards, compliance requirements, and service quality benchmarks.

Skills

Service Desk QA

SME Service Requests

ITSM ServiceNow

Voice interactions

SLA Governance

Coaching & Feedback

Tools

ServiceNow ITSM

Job description

Role-Service Desk Management - Technical Lead.

Experience-5 to 10 yrs.

Location-chennai.

Job Requirements-

• Overall experience as a Service Desk Analyst / QA / SME in an ITILbased Service Desk environment.
• Strong handson experience in quality review (QA) of Service Requests, ensuring adherence to defined processes and SOPs.
• Proven Subject Matter Expertise (SME) in common Service Requests such as access management, software installation, password resets, and asset requests.
• Good working knowledge of ServiceNow ITSM, including RITMs, Catalog Tasks, approvals, SLAs, and workflows.
• Solid understanding of ITIL Request Fulfilment and Incident Management (L1/L1.5) processes.
• Strong awareness of process compliance, security controls, and audit requirements in client environments.
• Experience handling voicebased client interactions, including request clarification, followups, and escalations.
• Ability to review tickets for documentation quality, SLA adherence, and governance compliance.
• Strong communication skills with the ability to provide Perform constructive feedback and coaching to Service Desk agents.
• Customercentric mindset with the ability to balance service quality, compliance, and SLA performance.
• Associate should be flexible to work in 24X7 environment as per the shift roster including Weekend.

Key Responsibilities-

• QA reviews of Service Requests to ensure compliance with ITIL processes, SOPs, SLAs, and client policies.
• Act as SME for Service Requests, providing guidance and resolution support to L1 agents.
• Validate approvals, security adherence, documentation completeness, and audit evidence within ServiceNow tickets.
• Handle voice interactions with client users for request clarification, escalations, and process guidance.
• Manage and support L1/L1.5 Incident handling, including correct logging, prioritization, and escalation.
• Identify recurring quality gaps and recommend process, SOP, or knowledge article improvements.
• Coach and mentor Service Desk agents based on QA findings and performance observations.
• Ensure continuous adherence to client governance standards, compliance requirements, and service quality benchmarks.