Service Desk Specialist

TCS has been a great pioneer in feeding the fire of young techies like you. We are a global leader in the technology arena and there's nothing that can stop us from growing together.What we are looking forRole: Service DeskExperience Range: 4 - 6 YearsLocation: Chennai/BengluruMust Have:Answers and responds to inbound calls or electronic requests from end-users regarding productsCreates and documents all support calls from the user community into the service desk tracking softwareApplies skills to resolve all technical trouble tickets at the service desk before referring to technical supportAnalyses and resolves all application software or hardware incidents and requests from end-usersEnsures to log and tracks incidents and requests from identification through resolution stagesFollows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is completeUpdates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contactEnsures accurate and necessary information is obtained by utilizing Remedy Templates when availableResponsible for providing on-call support as neededGood to Have:Establishes and develops relationships with other IT&S teams through frequent constructive communicationResponsible for identifying shortcomings for implementing process improvementsComplies with and supports HCA IT&S standards, policies, and proceduresLogs incidents and requests into appropriate product categorizationEnsures timely resolution or escalation of incidents, and promptly communicates on progress to end-usersHandles customers' issues or requests with professional attitude.Essential:Proven experience as a help desk technician or other customer support roleTech savvy with working knowledge of office automation products, databases and remote controlGood understanding of computer systems, mobile devices and other tech productsAbility to diagnose and resolve basic technical issuesProficiency in EnglishExcellent communication skillsCustomer-oriented and cool-temperedMinimum Qualification: •15 years of full-time education•Minimum percentile of 50% in 10th, 12th, UG & PG (if applicable) PRB