Job Description

Location- Gurgaon

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EXP-4 - 8 Yrs

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Skill-Service Desk lead

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Responsibilities

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



Robust understanding of computer hardware, software, and networking.
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Expertise in Office 365, printer/scanner troubleshooting.
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Familiarity with ITSM tools (e.g., ServiceNow, Remedy).
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Basic scripting or automation knowledge is a plus.
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Must-Have: 5+ years of experience in IT support, with at least 2 years in a lead or supervisory role.
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Excellent communication and interpersonal skills.
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Robust problem-solving and decision-making abilities.
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Valuable-to-Have: ITIL Foundation certification.
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Experience in managing remote or hybrid teams.
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📌 Tcs Is Hiring For Service Desk Lead Gurugram
🏢 Tata Consultancy Services
📍 Gurugram