- Shift: 24/7, Location: Chennai
- Team supervision + hands-on production support during shifts
- P1/P2 escalation ownership end to end resolution
- Real-time SLA monitoring across Chat, Phone & Email channels
- Major Incident Management (MIM) & stakeholder communication
- Shift handover briefings & coverage coordination
- SLA metrics ownership: FRT, MTTR, FCR rate, Breach Rate, CSAT
- Coaches & mentors agents who are in shift
- ITIL Foundation mandatory | Practitioner preferred
- Tools: ServiceNow / Jira
Must Have
- Strong communication and customer service skills
- Basic understanding of IT infrastructure (Windows OS, networking, applications)
- Knowledge of ITIL processes (Incident, Request, Problem Management) is preferred
- Ability to troubleshoot and resolve basic technical issues
- Familiarity with ServiceNow ticketing tool
- Good analytical and problem-solving skills
- Ability to multitask and work in a fast-paced setting
Role descriptions / Expectations from the Role
- Strong communication and customer service skills
📌 Tcs hiring Service Desk Lead For Chennai
🏢 Tata Consultancy Services
📍 Chennai
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