Location-Gurgaon

EXP- 4-8 yrs

SKILL-Service Desk lead

Responsibility

- Lead and mentor a team of Service Desk Specialists.
- Monitor performance metrics and ensure SLAs are met.
- Conduct regular team meetings, training, and performance reviews.
- Provide advanced troubleshooting support for escalated issues.
- Ensure consistent application of diagnostic techniques and resolution protocols.
- Maintain knowledge base and documentation for recurring issues.
- 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.
- 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.
- Generate and analyze service desk performance reports.
- Track trends and recurring issues to inform training and system improvements.
- Expertise in Office 365, printer/scanner troubleshooting.
- Familiarity with ITSM tools (e.g., ServiceNow, Remedy).
- Basic scripting or automation knowledge is a plus.

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