Mandatory skills: IT Service Desk Operations, Service Now, SLA Management, KPI Tracking, First Call Resolution (FCR), CSAT, Queue Management, Team Handling, People Management, Shift & Roster Management
Must-Have:
Technical Skills
Windows/mac OS support Networking basics (DNS, DHCP, TCP/IP) Service Now ITSM Active Directory & Office 365 VPN, MFA, remote access Endpoint & hardware troubleshooting Remote support tools Soft Skills
Robust communication & leadership Customer‐focused mindset Problem‐solving & decision‐making Ability to work under pressure Team collaboration Good to have:
Service Now Agile Methodology Incident management Key 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 15 years of Continuous Education.
📌 Service Desk Lead (Maharashtra)
🏢 Tata Consultancy Services
📍 Maharashtra
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