Role-Service Desk Management - Technical Lead.

Experience-5 to 10 yrs.

Location-chennai.

Job Requirements-

- Overall experience as a Service Desk Analyst / QA / SME in an ITILbased Service Desk environment.
- Robust handson experience in quality review (QA) of Service Requests, ensuring adherence to defined processes and SOPs.
- Proven Subject Matter Expertise (SME) in common Service Requests such as access management, software installation, password resets, and asset requests.
- Good working knowledge of ServiceNow ITSM, including RITMs, Catalog Tasks, approvals, SLAs, and workflows.
- Solid understanding of ITIL Request Fulfilment and Incident Management (L1/L1.5) processes.
- Strong awareness of process compliance, security controls, and audit requirements in client environments.
- Experience handling voice****based client interactions, including request clarification, followups, and escalations.
- Ability to review tickets for documentation quality, SLA adherence, and governance compliance.
- Strong communication skills with the ability to provide Perform constructive feedback and coaching to Service Desk agents.




- Customercentric mindset with the ability to balance service quality, compliance, and SLA performance.
- Associate should be flexible to work in 24X7 environment as per the shift roster including Weekend.

Key Responsibilities-

- QA reviews of Service Requests to ensure compliance with ITIL processes, SOPs, SLAs, and client policies.
- Act as SME for Service Requests, providing guidance and resolution support to L1 agents.
- Validate approvals, security adherence, documentation completeness, and audit evidence within ServiceNow tickets.
- Handle voice interactions with client users for request clarification, escalations, and process guidance.
- Manage and support L1/L1.5 Incident handling, including correct logging, prioritization, and escalation.
- Identify recurring quality gaps and recommend process, SOP, or knowledge article improvements.
- Coach and mentor Service Desk agents based on QA findings and performance observations.
- Ensure continuous adherence to client governance standards, compliance requirements, and service quality benchmarks.

📌 Tcs is hiring For Service Desk Management - Technical Lead (Chennai)
🏢 Tata Consultancy Services
📍 Chennai