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 prospects.
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
Solid 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