Tcs is Hiring For Service Desk For Chennai Location

Job description
Job Title: Service Desk

Location: Chennai

Experience Range: 3-5 yrs

Job description:

TCS has always been in the spotlight for being adept in the next big technologies. What we can offer you is a space to explore varied technologies and quench your techie soul.

What we are looking for:

You will be passionate about customer care and getting end users back to work efficiently when they have had interruptions due to technical IT issues.
You will be technically knowledgeable of Windows and associated IT technologies, curious, and willing to take responsibility and ownership of issues from creation to resolution.
You will be a team player who is aware of your strengths, and when you need assistance from other team members or groups, and when your team mates may be in need of your help.
You will be aware of the importance of your customer facing role within a multi-faceted client and service provider team.

Your will have:

Excellent spoken English and written communication skills.
Excellent Customer interaction skills
Focus and commitment to resolve end user issues.

You will be required to:

Respond to L1 / L2 Troubleshooting issues over phone, with a drive to achieve First Call Resolution.
Respond to incidents and requests logged by user via Service Now tool within SLA requirements.
Investigate and diagnose incidents and take necessary action to quickly resolve or escalate to the correct onward support team.
Document all actions clearly according to process in Service Now system.
Follow incident life cycle as defined by process for logging the incident with proper priority, categorisation, and documentation, performs follow up on all necessary incidents as defied in process with customer to ensure timely closure.
Constantly improve technical, process and soft skills to achieve client and internal quality CSAT scores, resolution, on call and customer service scores.
Assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement.
Performs incident notification and escalation to ensure issues are communicated effectively and receive proper management attention.
Minimum Qualification: 15 years of full-time education

Role: IT Support - Other
Industry Type: IT Services & Consulting
Department: IT & Information Security
Employment Type: Full Time, Permanent
Role Category: IT Support
Education
UG: Any Graduate
PG: Any Postgraduate
Key Skills
Skills highlighted with ‘‘ are preferred keyskills
Service Desk
Service Desk ManagementIT Service DeskTechnical Helpdesk