Walk-in || Direct Walkin- Service desk Agent / Shift lead || 3 To 7 years |
Tata Consultancy Services · Hyderabad · onsite · Posted 49d ago
Undisclosed3–7 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Role & responsibilities
- Lead and manage daily service desk operations across shifts
- Ensure team schedule adherence, attendance, and break management
- Monitor and manage ticket queues (P1P4) ensuring SLA compliance for response and resolution
- Act as the primary escalation point for major incidents (P1/P2) Coordinate with cross-functional teams to drive timely issue resolution Conduct effective shift handovers with proper documentation
- Provide mentoring, coaching, and performance feedback to team members
- Drive continuous improvement initiatives and process optimization
Preferred candidate profile
- 5 to 7 years of experience in Service Desk / IT Support environment
- Minimum 12 years in a Team Lead / SME / Shift Lead role
- Experience in handling global clients and 24/7 support operations is preferred
Sourced from naukri
Skills
Ticketing ToolsShift LeadITIsService Desk
About TCS
Tata Consultancy Services
IT Services & Consulting
608.0k+
employees
1968
58 years old
Mumbai, Maharashtra
India
About
An IT services and consulting firm offering business solutions, committed to driving innovation for global enterprises.
Industries
IT Services & ConsultingFinancial ServicesInternetEducation & TrainingBPO
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Work-life
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