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