- Receive, log, and manage Service Requests from client users using ServiceNow or the approved ITSM tool.
- Fulfil service requests by strictly following approved SOPs, workflows, and knowledge articles.
- Ensure accurate documentation of all request activities, updates, approvals, and closures.
- Communicate request status, progress, and completion clearly and professionally to end users.
- Monitor and manage assigned requests to ensure SLA adherence and timely resolution.
- Identify requests requiring escalation and route them to the appropriate resolver groups as per process.
- Maintain compliance with client policies, audit requirements, and service governance standards.
📌 Service Desk Analyst (Chennai)
🏢 Tata Consultancy Services
📍 Chennai
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