Location - Gurgaon

EXP -4 - 8 Yrs

Skill -Service Desk lead

Responsibilities

- Customer Service Excellence Act as the escalation point for complex or unresolved customer issues.
- Ensure high levels of customer satisfaction through proactive communication and follow-up.
- Promote a customer-first culture within the team.
- Process Improvement Identify gaps in service delivery and recommend improvements.
- Collaborate with other IT teams to streamline support processes.
- Implement best practices for incident, request, and problem management.
- Reporting & Analysis Generate and analyze service desk performance reports.
- Track trends and recurring issues to inform training and system improvements.
- Required Technical Skill Set:



Strong understanding of computer hardware, software, and networking.
- Expertise in Office 365, printer/scanner troubleshooting.
- Familiarity with ITSM tools (e.g., ServiceNow, Remedy).
- Basic scripting or automation knowledge is a plus.
- Must-Have: 5+ years of experience in IT support, with at least 2 years in a lead or supervisory role.
- Excellent communication and interpersonal skills.
- Solid problem-solving and decision-making abilities.
- Good-to-Have: ITIL Foundation certification.
- Experience in managing remote or hybrid teams.

📌 TCS IS HIRING FOR Service Desk lead (Gurugram)
🏢 Tata Consultancy Services
📍 Gurugram