Service Desk Engineer

TCS Hiring!!!

Role & responsibilities

• IT Service Management (ITIL)
• Incident Management
• Problem Management
• Change Management
• Request Fulfillment
• Service Governance
• Team Management
• Stakeholder Management
• Customer Engagement
• Escalation Management
• Excel Reporting
• Dashboard Creation

SLA/KPI Tracking

Service Desk Operations

Lead and manage the Service Desk team providing L1 and L1.5 support.

Ensure timely resolution of incidents and service requests within agreed SLAs/KPIs.

Monitor service queues, ticket volumes, backlog, and aging incidents.

Manage major incident communications and escalations.

Coordinate with L2/L3 support teams for issue resolution.

Ensure adherence to operational processes and support standards.

Provide 24x7 operational governance and service oversight.

Incident & Request Management

Drive Incident, Request, and Problem Management processes.

Conduct incident trend analysis and identify improvement opportunities.

Facilitate major incident reviews and root cause discussions.

Ensure proper ticket categorization, prioritization, and documentation.