Walk-in | Service Desk Specialist

Tata Consultancy Services; Bengaluru; Presencial; INR 600.000 - 800.000; Jornada completa

Descripción de la vacante

Tata Consultancy Services in Bengaluru is hosting walk-in sessions for a technical support role. You will provide real-time guidance to L1 analysts and manage complex escalations across workspace tech including identity, access, collaboration, connectivity, and endpoints.

You will coordinate with L2/L3, security, and vendor teams, review KPIs, and drive automation and self-service initiatives. Strong communication and ITIL familiarity are essential.

Formación

• Experience in handling escalations and guiding L1 analysts.
• Familiarity with ITIL/IT service management practices.
• Strong communication and problem-solving skills.

Responsabilidades

• Provide real-time technical guidance to L1 analysts and own complex escalations.
• Diagnose issues across workplace technologies, identity, access, collaboration, connectivity and endpoint.
• Coordinate with L2/L3, application, infrastructure, security and vendor teams with clear ownership.
• Review queue monitoring, aging, repeat contacts, SLA risks, FCR/FLR, MTTR and KPIs.
• Deliver KT, shadow and reverse-shadow sessions, technical coaching, floor support and refresher training.
• Drive shift-left, self-service, chatbot, remote action, workflow and automation opportunities.

Conocimientos

Escalation management

Technical coaching

ITIL familiarity

Automation

Remote support

Stakeholder coordination

Herramientas

Ticketing systems

Monitoring tools

Chatbot platforms

Remote access tools

Descripción del empleo

TCS Hiring!!!

Walkin Location - Bangalore

Role & responsibilities

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.