Team Leader – Financial Services - Service Desk

Tata Consultancy Services; Taguig; On-site; PHP 614,000 - 837,000; Full time

Job summary

Tata Consultancy Services is seeking a Service Desk professional for a client-site requirement in Taguig. The role focuses on ITIL-based incident management, escalation handling, and EUC duties within a financial services environment.

Candidates should have 3–5 years of relevant experience, a strong understanding of Service Desk operations, and familiarity with POS and enterprise IT environments. 24/7 rotational shifts are expected.

Qualifications

• ITIL framework is mandatory.
• Experience with ServiceNow or similar ITSM tools.
• Strong knowledge of Windows OS, O365 and AD.
• Familiarity with EUC and networking basics.
• Retail store technologies (POS, devices, peripherals).
• Familiarity with monitoring tools in enterprise IT environments.

Responsibilities

• Identify shift left capabilities for a retail service desk environment.
• Bring networking background to a service desk role.
• Support service desk operations in a retail environment.

Skills

ITIL framework

Service Desk operations

Incident management

Escalation handling

End User Computing

Tools

ServiceNow

ITSM tools

Monitoring tools

Job description

Required Technical Skill Set** ITSM & Ticket Management both Phone and Chat Support ; Strong understanding of Service Desk operations, incident management, and escalation handling.

Experience supporting customers in a Financial Services, Banking, Credit Card, or Payments environment.

Knowledge of customer service principles, account servicing, dispute resolution, and case management.

Ability to manage high-volume customer inquiries while maintaining service quality standards.

Desired Experience Range** 3-5 years

Location of Requirement ** Client Site – BGC, Taguig

Shift if any(General/Night/Rotational) ** Rotational 24/7 Shifting

Desired Competencies (Technical/Behavioral Competency)

Must-Have**

Strong knowledge of:

• ITIL framework (mandatory)
• ServiceNow or similar ITSM tools
• Windows OS, O365, Active Directory
• End User Computing (EUC), networking basics
• Retail store technologies (POS, devices, peripherals )
• Familiarity with monitoring tools and enterprise IT environments

Responsibility of / Expectations from the Role

• 1 SME to identify shift left capabilities for a retail service desk environment
• 2 Networking background
• 3 Service Desk Background – Retail environment

Team Leader - Service Desk role in a Financial Services environment will focus on customer service excellence, service desk operations, people leadership, risk management, and stakeholder management.