Walk-in | Service Desk SME_Walkin Drive_Bangalore_24th Oct

Tata Consultancy Services Limited; Bengaluru; On-site; INR 600,000 - 850,000; Full time

Job summary

Tata Consultancy Services Limited in Bengaluru seeks a skilled IT support professional to monitor endpoints with Nexthink, proactively identifying issues and guiding L1 analysts to resolution before users are affected.

You will diagnose across workplace tech, coordinate with L2/L3 teams, and drive automation and knowledge transfer through coaching, reviews, and process improvements.

Responsibilities

• 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.

Job description

Role & responsibilities

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.