Walk-in | Service Desk - SME | 6-8 Years | Walk in Bangalore

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 to monitor endpoints, diagnose issues, and guide L1 analysts in a fast-paced Bengaluru/Chennai environment.

The role emphasizes hands-on Nexthink usage, escalation management, and adherence to ITIL and security controls within a dynamic IT service desk.

Qualifications

• Hands-on experience with Nexthink and service-desk operations.
• Experience guiding L1 analysts and handling escalations.
• Familiarity with ITIL processes and KPIs for service desks.

Responsibilities

• Monitor endpoint health using Nexthink and diagnose user-device issues.
• Guide L1 analysts and handle complex or high-impact escalations.
• Troubleshoot workplace technology, identity, access, collaboration, connectivity, and endpoint issues.
• Coordinate with L2/L3, application, infrastructure, security, and vendor teams.
• Monitor queues, ticket ageing, repeat contacts, SLA risks, FCR/FLR, MTTR, and other KPIs.
• Deliver knowledge-transfer sessions, coaching, floor support, shadowing, and reverse-shadowing.
• Drive shift-left, self-service, chatbot, remote-action, workflow, and automation initiatives.
• Support service transition, tool readiness, escalation matrices, go-live, and hypercare.
• Conduct ticket-quality reviews and ensure compliance with ITIL, security, privacy, and customer-specific controls.

Skills

L1-L2 Support

Team Guidance

Tools

Nexthink

ITIL

Job description

Role & responsibilities

Service Desk SME

Experience: 68 years of relevant Service Desk experience
Locations: Bangalore / Chennai
Critical Requirement: Hands-on experience with Nexthink

Key Responsibilities:

• Monitor endpoint health using Nexthink and proactively diagnose user-device issues.
• Guide L1 analysts and handle complex or high-impact escalations.
• Troubleshoot workplace technology, identity, access, collaboration, connectivity, and endpoint issues.
• Coordinate with L2/L3, application, infrastructure, security, and vendor teams.
• Monitor queues, ticket ageing, repeat contacts, SLA risks, FCR/FLR, MTTR, and other KPIs.
• Deliver knowledge-transfer sessions, coaching, floor support, shadowing, and reverse-shadowing.
• Drive shift-left, self-service, chatbot, remote-action, workflow, and automation initiatives.
• Support service transition, tool readiness, escalation matrices, go-live, and hypercare.
• Conduct ticket-quality reviews and ensure compliance with ITIL, security, privacy, and customer-specific controls.