TCS IS HIRING FOR Service Desk lead

Location-Gurgaon

EXP- 4-8 yrs

SKILL-Service Desk lead

Responsibility

• Lead and mentor a team of Service Desk Specialists.
• Monitor performance metrics and ensure SLAs are met.
• Conduct regular team meetings, training, and performance reviews.
• Provide advanced troubleshooting support for escalated issues.
• Ensure consistent application of diagnostic techniques and resolution protocols.
• Maintain knowledge base and documentation for recurring issues.
• Act as the escalation point for complex or unresolved customer issues.
• Ensure high levels of customer satisfaction through proactive communication and follow-up.
• Promote a customer-first culture within the team.
• Identify gaps in service delivery and recommend improvements.
• Collaborate with other IT teams to streamline support processes.
• Implement best practices for incident, request, and problem management.
• Generate and analyze service desk performance reports.
• Track trends and recurring issues to inform training and system improvements.
• Expertise in Office 365, printer/scanner troubleshooting.
• Familiarity with ITSM tools (e.g., ServiceNow, Remedy).
• Basic scripting or automation knowledge is a plus.