Service Desk Lead (Mumbai)

Service Desk Lead (Mumbai)

18 Sep
|
Tata Consultancy Services
|
Mumbai

18 Sep

Tata Consultancy Services

Mumbai

Role & responsibilities

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 crossfunctional teams
- Drive FCR, RCA, and continuous improvement
- Monitor ticket queues and shift coverage
- Maintain ITIL process compliance
- Support training, onboarding, and reporting

Technical Skills

- Windows/macOS support
- Networking basics (DNS, DHCP, TCP/IP)
- ServiceNow ITSM
- Active Directory & Office 365
- VPN, MFA, remote access
- Endpoint & hardware troubleshooting
- Remote support tools

Soft Skills

- Strong communication & leadership
- Customerfocused mindset
- Problemsolving & decisionmaking
- Ability to work under pressure
- Team collaboration

- ITIL Foundation
- CompTIA A+
- ServiceNow ITSM

Valuable to have:

- ServiceNow
- Agile Methodology
- Incident management

📌 Service Desk Lead (Mumbai)
🏢 Tata Consultancy Services
📍 Mumbai

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