Service Desk SME

Experience:
6–8 years of relevant Service Desk experience Locations: Bangalore(L-Center, Vydehi RC-1 Block, EPIP Industrial Area, 82, 6th Rd, KIADB Export Promotion Industrial Area, Whitefield, Bengaluru, Karnataka 560066) Critical Requirement: Hands-on experience with Nexthink

Key Responsibilities
• Monitor endpoint health using Nexthink and proactively diagnose user-device issues.
• Guide L1 analysts and handle complex or high-impact escalations.
• Troubleshoot workplace technology, identity, access, collaboration, connectivity, and endpoint issues.
• Coordinate with L2/L3, application, infrastructure, security, and vendor teams.
• Monitor queues, ticket ageing, repeat contacts, SLA risks, FCR/FLR, MTTR, and other KPIs.
• Deliver knowledge-transfer sessions, coaching, floor support, shadowing, and reverse-shadowing.
• Drive shift-left, self-service, chatbot, remote-action, workflow, and automation initiatives.
• Support service transition, tool readiness, escalation matrices, go-live, and hypercare.
• Conduct ticket-quality reviews and ensure compliance with ITIL, security, privacy, and customer-specific controls.

📌 Service Desk SME (Bengaluru)
🏢 Tata Consultancy Services
📍 Bengaluru