Job Description

Location- Gurgaon

n

EXP-4 - 8 Yrs

n

Skill-Service Desk lead

n

n

Responsibilities

n

n

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



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

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