Job Title:
SD Agent
Company: Tata Consultancy Services
Location: Hyderabad, Telangana
Created: 2026-01-26
Job Type: Full Time
Job Description:
Role - SD AgentExp - 4 to 6 YrsLocation - HyderabadJob Description- Manage and supervise Service Desk team members. - Ensure adherence to ITIL processes and SLAs. - Monitor ticket queues and prioritize critical issues. - Provide escalation support for complex incidents. - Conduct regular team meetings and performance reviews. - Maintain and update knowledge base articles. - Collaborate with other IT teams for issue resolution. - Generate and analyze service desk performance reports. - Drive process improvements and automation initiatives. - Strong leadership and team management skills. - Expertise in ITSM tools (ServiceNow). - In-depth knowledge of ITIL framework. - Excellent communication and problem-solving skills. - Ability to handle high-pressure situations and escalations. - Experience in reporting and KPI management.