Service Desk QA Friday Online Drive

TCS has been a great pioneer in feeding the fire of young techies like you. We are a global leader in the technology arena and theres nothing that can stop us from growing together.

What we are looking for

Role: Service Desk QA

Experience Range: 5 to 8 Years

Location: Chennai, Bangalore

Interview Date: Friday Online

Must Have:

1. Technical and system expertise: Networking, Active Directory, DNS
2. Proven customer support experience via phone, remote tools, and ticketing systems
3. Excellent analytical, communication, written, verbal, and presentation skills
4. Strong problem-solving and troubleshooting abilities; able to diagnose and resolve L1/L2 issues
5. Time management, teamwork, and collaboration across cross-functional teams
6. Ability to identify/diagnose issues, categorize/record queries, and advise users on appropriate actions
7. Ownership to monitor issues start-to-resolution and escalate per matrix
8. Grooming team members to influence upskilling and productivity
9. Well organized, able to multi-task with minimum supervision and quick learning skills
10. Strong interpersonal and negotiation skills to collaborate with infra/network/app teams

Good to Have:

1. Well organized with ability to multi-task and work with minimum supervision with quick learning skills.
2. Strong interpersonal and negotiation skills. Collaborate with cross-functional teams to identify and resolve technical issues

Essential:

1. Achieve SLAs/OLAs; govern KPIs (FCR, MTTR, AHT, backlog hygiene, CSAT).
2. Ability to Lead
3. Ability to upskill and track learning progress of team
4. Ability to attend / present weekly, monthly reports to clients
5. Coach, mentor, schedule/workforce management; performance reviews and skill uplift.

Minimum Qualification:

• 15 years of full-time education
• Minimum percentile of 50% in 10th, 12th, UG & PG (if applicable)