Responsibilities
Lead and mentor Service Desk analysts
Handle escalations and major incidents
Ensure SLAs, KPIs, and CSAT targets are met
Coordinate with L2/L3 and cross‑functional teams
Drive FCR, RCA, and continuous improvement
Monitor ticket queues and shift coverage
Maintain ITIL process compliance
Support training, onboarding, and reporting
Technical Skills
Windows/macOS support
Networking basics (DNS, DHCP, TCP/IP)
ServiceNow ITSM
Active Directory & Office 365
VPN, MFA, remote access
Endpoint & hardware troubleshooting
Remote support tools
Soft Skills
Solid communication & leadership
Customer‑focused mindset
Problem‑solving & decision‑making
Ability to work under pressure
Team collaboration
Certifications (Preferred)
ITIL Foundation
📌 Service Desk Lead (Mumbai)
🏢 Tata Consultancy Services
📍 Mumbai
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