Walk-in || TCS_WALK IN_Service Desk - SME_Bangalore 24 Oct pri

Job Title: Service Desk SME

Location: Bangalore

Experience: 6-8 Years

Job Type: Weekend Walk-in Drive(24 Oct 26)

Roles & Responsibilities

• Act as the SME and provide technical guidance to Service Desk Analysts.
• Handle complex incidents and high-priority escalations.
• Proactively monitor and troubleshoot endpoint issues using Nexthink.
• Manage incidents and service requests through ServiceNow.
• Troubleshoot Microsoft 365, Outlook, Teams, Windows 10/11, Active Directory, Entra ID, and VPN-related issues.
• Coordinate with L2/L3, Infrastructure, Security, and Vendor teams.
• Monitor SLA compliance, ticket aging, MTTR, FCR, and service desk KPIs.
• Conduct KT sessions, mentoring, coaching, and quality reviews.
• Drive automation, self-service, and process improvement initiatives.
• Ensure adherence to ITIL processes and best practices.