Dear Candidate

Greetings from TCS !!!

Role: Service Desk

Location:Bangalore/Chennai

Experience Range: 3 to 6 Years

Job Description:

• Answers and responds to inbound calls or electronic requests from end-users

• Monitor the IT Service Desk mailbox and call queue, responding to queries as appropriate in a timely and efficient manner. Assist with various other admin duties such as the creation of new user accounts as required.

• Ensure that all customer requests are recorded accurately and with a high level of detail using the Service Desk call logging software. All actions undertaken to resolve or escalate these requests will also be recorded accordingly.

• Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support. This includes explaining complex technical issues to non-technical customers.

• Analyzes and resolves all application software or hardware incidents and requests from end-users

• Ensures to log and tracks incidents and requests from identification through resolution stages

• Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete

• Ensures accurate and necessary information is obtained by utilizing Templates when available

• Responsible for providing on-call support as needed

• Using remote access tools, detect, diagnose and where possible resolve a high level of 1st line customer issues and service requests remotely therefore reducing the requirement to travel to site and subsequently increase efficiency.

• Logs incidents and requests into appropriate categorization

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 there's nothing that can stop us from growing together.