Service Desk operations Leads

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 for Role: Service Desk operations Leads Experience Range: 4 – 6 Years Location: Bangalore + Chennai Must Have:

• Answers and responds to inbound calls or electronic requests from end-users regarding products
• Creates and documents all support calls from the user community into the service desk tracking software
• Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support
• Analyses and resolves all application software or hardware incidents and requests from end-users
• Ensures to log and tracks incidents and requests from identification through resolution stages
• Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete
• Updates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contact
• Ensures accurate and necessary information is obtained by utilizing Remedy Templates when available
• Responsible for providing on-call support as needed

• Establishes and develops relationships with other IT&S teams through frequent constructive communication
• Responsible for identifying shortcomings for implementing process improvements
• Complies with and supports HCA IT&S standards, policies, and procedures
• Logs incidents and requests into appropriate product categorization
• Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users
• Handles customers’ issues or requests with professional attitude.

• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered