TCS hiring for Service Desk Quality lead

Location: Chennai

Experience: 6-10

Must have:

-A minimum of 5+ years’ experience in a Team Leader IT Service Desk Role

1. Ability to provide leadership in customer service and customer communication on behalf of the IT Team
2. Ability to take a leadership role in IT Incident escalations
3. Experience using and configuring processes within a up-to-date IT System Management tool such as SNOW and Change Gear
4. Strong business understanding and focus
5. The IT Service Desk provides 1st level and 2nd line support via the telephone, using remote desktop tools or should the need arise attendance to users place of work support to all client users and is the single point of contact for all users.
6. The Service Desk is responsible for ensuring that all incidents reported are

Categorized and allocated efficiently and correctly.

1.



The Service Desk liaises with the Desktop Services, Technical Services and

Application Service teams to ensure any incidents that cannot be resolved at the 1st level are appropriately escalated.

1. Attend Change Advisory Board meetings
2. Ensure all calls are logged in the Service Desk logging system
3. As required, provide first-line support for end users seeking assistance with IT and Business service issues via phone, email and chat.
4. As required, provide resolution for customer to appropriate personnel, and provides incident status updates to end-users.
5. As required, respond promptly and accurately to customer complaints, inquiries and requests for information and coordinate appropriate follow-up.

📌 Service Desk Service Desk Quality lead (Chennai)
🏢 Tata Consultancy Services
📍 Chennai