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 setting.
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 voicebased 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 workplace 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 (India)
🏢 Tata Consultancy Services
📍 India