Desired Competencies (Technical/Behavioral Competency)

Must-Have

Shift & Team Management

- Lead and manage Service Desk analysts during assigned shifts (24x7 / rotational as applicable).
- Allocate and prioritize tickets to ensure SLA and KPI compliance.
- Monitor real-time ticket queues and take corrective actions to manage backlog.
- Provide guidance, mentoring, and on-the-job coaching to Service Desk staff.

Incident & Request Management

- Act as the first escalation point for incidents and service requests.
- Ensure timely resolution of incidents, service requests, and user queries.
- Coordinate with Level 2/Level 3 support teams, vendors, and infrastructure teams.
- Ensure proper incident categorization, prioritization, documentation, and closure.

Service Quality & SLA Management

- Monitor SLAs, OLAs, and shift-level KPIs.
- Identify trends, recurring issues, and improvement opportunities.
- Ensure adherence to ITIL processes such as Incident, Request, and Problem Management.
- Support Major Incident Management by coordinating communications and updates.

Communication & Stakeholder Management

- Provide regular shift handover updates and daily operational reports.
- Communicate effectively with users, management, and support teams during incidents.




- Ensure customer satisfaction through professional and timely communication.

Process & Continuous Improvement

- Enforce standard operating procedures (SOPs) and service desk workflows.
- Identify process gaps and recommend improvements.
- Support knowledge base creation and maintenance.
- Assist with onboarding and training of new Service Desk team members.

Technical Skills

- Strong understanding of IT Service Desk operations and support models
- Experience with ITSM tools (ServiceNow)
- Knowledge of Windows OS, basic networking, Office 365, Active Directory, VPN, and endpoint support
- Understanding of ITIL Incident, Request, Change, and Problem Management processes

Positive-to-Have

- Understanding of Incidents, mitigation, and incident response frameworks
- Experienced in communicating with senior management and executives
- Knowledge of relevant laws and regulations related to incident response and data privacy
- Ability to stay calm under pressure and make sound decisions in crisis situations
- Basic knowledge of ServiceNow tool.
- Knowledge of Active Directory
- Knowledge of SCCM / Intune

📌 Service Desk Agent (Noida)
🏢 Tata Consultancy Services
📍 Noida