NMandatory 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
NMust-Have:
NTechnical Skills
n
N
- Windows/macOS support
N
- Networking basics (DNS,DHCP, TCP/IP)
N
- ServiceNow ITSM
n
- Active Directory & Office 365
N
- VPN, MFA, remote access
N
- Endpoint & hardware troubleshooting
N
- Remote support tools
N
nSoft Skills
n
N
- Robust communication & leadership
N
- Customer‐focused mindset
N
- Problem‐solving & decision‐making
N
- Ability to work under pressure
N
- Team collaboration
n
NGood to have:
N
n
- ServiceNow
n
- Agile Methodology
N
- Incident management
N
nKey responsibilities:
N
n
- Lead and mentor Service Desk analysts
N
- Handle escalations and major incidents
N
- Ensure SLAs, KPIs, and CSAT targets are met
N
- Coordinate with L2/L3 and cross‐functional teams
N
- Drive FCR, RCA, and continuous improvement
N
- Monitor ticket queues and shift coverage
N
- Maintain ITIL process compliance
N
- Support training, onboarding, and reporting
N
n15 years of Continuous Education.
📌 Hiring: Service Desk Lead (Alibag)
🏢 Tata Consultancy Services
📍 Alibag
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