Retail Service Desk SME: Incident & Process Lead

Tata Consultancy Services; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Tata Consultancy Services is seeking a Service Desk Subject Matter Expert (SME) for Retail Service Desk in the Philippines. You will act as a technical and process expert, driving operational excellence, leading complex incident resolutions, enabling shift-left, and ensuring ITIL-based practices are followed.

You will partner with Team Leads, Operations Managers, and client stakeholders to improve service quality, KPIs, and knowledge management across the desk.

Qualifications

• ITIL framework mandatory.

Responsibilities

• Act as escalation point for complex incidents and service requests (L2/L3).
• Own and support end-to-end Incident Management lifecycle for Service Desk scope.
• Ensure timely resolution aligned to SLA/KPI targets.
• Perform root cause analysis and identify recurring issues/trends.
• Define, document, and enforce Service Desk processes, policies, and procedures.
• Drive ITIL best practices and process improvements.
• Create and maintain knowledge base articles and troubleshooting guides.
• Enable shift-left initiatives to improve first contact resolution.
• Collaborate with Team Leads, Operations Managers, and client stakeholders.
• Monitor FCR, AHT, and SLA adherence; coach analysts.

Skills

ITIL knowledge

Escalation handling

Analytical thinking

Troubleshooting

Coaching & mentoring

Stakeholder communication

Tools

ServiceNow

O365

Active Directory

Monitoring tools

POS systems (retail)

Job description

Tata Consultancy Services is seeking a Service Desk Subject Matter Expert (SME) for Retail Service Desk in the Philippines. You will act as a technical and process expert, driving operational excellence, leading complex incident resolutions, enabling shift-left, and ensuring ITIL-based practices are followed.

You will partner with Team Leads, Operations Managers, and client stakeholders to improve service quality, KPIs, and knowledge management across the desk.