Job Description

Service Desk Lead

/n

/n

Service Desk Lead

/n

Location: Mumbai

/n

Experience: 8 years to 13years

/n

/n

Interview Mode: Online Interview

/n

Interview Date: 4th Sep 2025 (Friday)

/n

Interview Time: 11: 00 AM to 1: 00 PM

/n

/n

Mandatory 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

/n

/n

Must-Have:

/n

Technical 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

/n

Soft 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

/n

/n

Good to have:

/n

/n
- ServiceNow
/n
- Agile Methodology
/n
- Incident management
/n

/n

/n

/n

Key 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

/n

/n

/n

15 years of Continuous Education.

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