Tcs is hiring For Service Desk Management - Technical Lead

Role-Service Desk Management - Technical Lead.

Experience-5 to 10 yrs.

Location-chennai.

Job Requirements-

• Overall experience as a Service Desk Analyst / QA / SME in an ITILbased Service Desk environment. 
•  Strong handson experience in quality review (QA) of Service Requests, ensuring adherence to defined processes and SOPs. 
•  Proven Subject Matter Expertise (SME) in common Service Requests such as access management, software installation, password resets, and asset requests. 
•  Good working knowledge of ServiceNow ITSM, including RITMs, Catalog Tasks, approvals, SLAs, and workflows. 
•  Solid understanding of ITIL Request Fulfilment and Incident Management (L1/L1.5) processes. 
• Strong awareness of process compliance, security controls, and audit requirements in client environments. 
• Experience handling voicebased client interactions, including request clarification, followups, and escalations. 
• Ability to review tickets for documentation quality, SLA adherence, and governance compliance. 
• Strong communication skills with the ability to provide Perform constructive feedback and coaching to Service Desk agents. 
• Customercentric mindset with the ability to balance service quality, compliance, and SLA performance.
• Associate should be flexible to work in 24X7 environment as per the shift roster including Weekend.

Key Responsibilities-

• QA reviews of Service Requests to ensure compliance with ITIL processes, SOPs, SLAs, and client policies. 
• Act as SME for Service Requests, providing guidance and resolution support to L1 agents. 
• Validate approvals, security adherence, documentation completeness, and audit evidence within ServiceNow tickets. 
• Handle voice interactions with client users for request clarification, escalations, and process guidance. 
• Manage and support L1/L1.5 Incident handling, including correct logging, prioritization, and escalation. 
• Identify recurring quality gaps and recommend process, SOP, or knowledge article improvements. 
• Coach and mentor Service Desk agents based on QA findings and performance observations. 
•  Ensure continuous adherence to client governance standards, compliance requirements, and service quality benchmarks.