Walk-in | Service Desk - SME

Tata Consultancy Services Limited; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Tata Consultancy Services Limited is seeking a Service Desk SME in Bangalore with 6–8 years of relevant service desk experience. You will monitor endpoint health using Nexthink, guide L1 analysts, and own complex escalations to resolution.

Collaboration with L2/L3, apps, infra, security and vendors will be routine. You will review queues, KPI trends, and drive training, KT sessions, and improvements in self-service, chatbots, and automation.

Qualifications

• Minimum 6–8 years of relevant Service Desk experience.
• Hands-on Nexthink exposure for proactive endpoint health monitoring.
• Ability to provide real-time guidance to L1 analysts and manage high-impact escalations.

Responsibilities

• Monitor queues and KPIs; identify aging, repeat contacts, and SLA risks.
• Coordinate with L2/L3, applications, infra, security and vendors with clear escalation.
• Conduct KT, shadow sessions, and targeted refresher training for staff.
• Drive shift-left initiatives, self-service, chatbot, and automation opportunities.
• Support transition readiness including access validation and go-live readiness.
• Conduct ticket and interaction quality reviews ensuring ITIL and security controls.

Skills

L1/L2 Support

Incident management

Escalation management

Customer focus

Tools

Nexthink

Ticketing system

Job description

Role

Service Desk SME

Desired Experience Range

6 to 8 Years ( Relevant Service Desk Exp )

Location of Requirement

Bangalore

Job Description:

Hands-on exposure to Nexthink, with the ability to proactively monitor endpoint health, identify potential issues on users devices, and support timely diagnosis and resolution before service impact occurs.

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.