Service Desk Specialist

Tata Consultancy Services; Philippines; On-site; PHP 279,000 - 424,000; Full time

Job summary

Tata Consultancy Services APAC invites applications for a Service Desk role designed to support customers across APAC in a fast-paced, 24x7 environment. The successful candidate will handle multi-channel requests (Teams, email, chat, phone) with strong communication and customer service skills.

Night shifts are required, cross-team collaboration is essential, and basic knowledge of systems and networks is beneficial.

Qualifications

• Must-have: exceptional verbal and written communication; strong customer service and interpersonal skills.
• Willingness to work in shifts including night shifts; ability to handle voice support.
• Ability to understand customer issues and route to the appropriate team; cross-team collaboration.
• Demonstrated ability to thrive in a fast-paced 24x7 operations support environment.

Responsibilities

• Answer customer requests via Teams, email, chat or phone.
• Provide voice support when required.
• Route issues to appropriate teams for resolution.
• Maintain SLA and KPI adherence in daily operations.
• Collaborate across multiple teams to ensure customer satisfaction.

Skills

Communication skills

Customer service

Interpersonal skills

Shift work

Voice support

Team collaboration

24x7 support

Systems knowledge

Network knowledge

Tools

Teams

Job description

Join Tata Consultancy Services, Asia Pacific and be part of an organization committed to sustainable development for our future. TCS follows the Tata group philosophy of building sustainable businesses that are rooted in the community and demonstrate care for the environment. Our unique values position us to combine a purpose-driven worldview with digital innovation, collaborating with customers, communities and governments to lead and shape innovative solutions for a sustainable future. TCS has been carbon neutral in its operations across 11 countries, 12 delivery center’s and 18 offices in Asia Pacific since 2022. This is only the initial stage in TCS’ journey as we strive to achieve long-term net zero emissions by 2030.

Corporate sustainability is embedded in our triple-bottom-line, focusing on people, the planet, and our purpose. Our offices are designed with eco-friendly features that significantly reduce our carbon footprint and enhance energy efficiency. We actively champion green initiatives, such as promoting paperless operations, implementing energy-efficient practices, and fostering employee engagement in sustainability efforts. When you become part of the TCS family, you will play an essential role dedicated to innovation, excellence, and crafting a brighter, greener future together. Join us and be a part of our mission to drive sustainability through technology and talent at Tata Consultancy Services, APAC today.

Role Service Desk

Desired Experience Range 1 – 4 years

Desired Competencies (Technical/Behavioral Competency)

Must-Have

• Requires exceptional verbal and written communication skills as well as strong customer service and interpersonal skills
• Willingness to work in any shifts including night shifts
• Accountable to answer customer requests and assisting customer either by Teams calls/email/chat/web or over the phone
• Should be flexible for voice support
• Ability to understand customer issue and route to appropriate team
• Must be a strong cross-team collaborator
• Requires the ability to thrive in a demanding, fast paced 24*7*365 operations support environment, which may occasionally require working after normal business hours or weekends. Candidates might need to extend support during Week Offs depending on the business requirement
• Basic knowledge about Systems, backup and Network
• Ability to drive higher Customer Satisfaction and maintain the defined SLA's and KPI's

Good-to-Have

• MCP & ITIL Certification.

SN Responsibility of / Expectations from the Role

• Should posses’ good communication skills. (English/Filipino)
• Should have knowledge on basic desktop issues, printer installations, AD, Exchange, Hardware issues, Wireless issues.