Walkin Interview-Service desk SME-Chennai-31-Oct-26

Dear Candidate,

Greetings from TCS!!!!!

We are inviting you for the walkin interview for Service desk-SME role.

Experience-6 to 10 yrs

Roles & responsibility;-

SN

Responsibility of / Expectations from the Role

- Provide real-time technical guidance to L1 analysts and own complex or high-impact escalations through resolution.

- Diagnose issues across workplace technologies, identity, access, collaboration, connectivity and endpoint.

- Coordinate effectively with L2/L3, application, infrastructure, security and vendor teams, with transparent ownership and evidence-based escalation.

- Review queue Monitoring, aging, repeat contacts, reassignment patterns, SLA risks, FCR/FLR, MTTR and KPIs

- Deliver KT,



shadow and reverse-shadow sessions, technical coaching, floor support and targeted refresher training.

- Drive shift-left, self-service, chatbot, remote action, workflow, and automation opportunities with measurable benefits.

- Support transition readiness including access validation, tool readiness, support model definition, escalation matrix, operational acceptance and go-live/hyper care.

- Conduct ticket and interaction quality reviews and ensure adherence to ITIL, security, privacy and customer-specific controls.

📌 Service desk-SME (Chennai)
🏢 Tata Consultancy Services
📍 Chennai