Service Desk

TCS Hiring for Service DeskExperience Range : 06 To 08 yearsJob Location : Mumbai, IndiaJOB DESCRIPTION- Requires exceptional verbal and written communication skills as well as strong customer service and interpersonal skills. - Accountable to answer customer requests and assisting customer either by email/chat or over the phone. - Should be flexible for voice support. - Ability to understand customer issue and troubleshoot to resolve it as an FCR. - Must be a strong cross-team collaborator. - Requires the ability to thrive in a demanding, fast paced 24*7*365 operations support environment. - Basic knowledge about Systems, backup and Network. - Ability to drive higher Customer Satisfaction and maintain the defined SLA's and KPI's.Technical Skills:- Basic troubleshooting of Windows/Mac operating systems - Understanding of networking basics (DNS, DHCP, TCP/IP) - Experience with ticketing systems like Service Now(SNOW) - Knowledge of Active Directory and user account management - Familiarity with remote desktop tools - Office 365/Google Workspace support - Basic hardware troubleshooting (printers, laptops, desktops) - VPN and remote access troubleshooting - Basic understanding of ITIL processesTechnical Competencies- Operating Systems: Proficiency in supporting Windows, macOS, and basic Linux environments. - Networking Basics: Understanding of LAN/WAN, IP addressing, DNS, DHCP. - User Management: Active Directory, password resets, group policy basics - Email Systems: Support for Office 365, Exchange, or Google Workspace. - Remote Support Tools: Familiarity with tools like TeamViewer, Remote Desktop, Bomgar. - Hardware Troubleshooting: PCs, laptops, printers, scanners, mobile devices. - VPN and Security: Basic support for VPN connections, MFA, and endpoint protection. - Ticketing Systems: Experience with ITSM platforms (e.g., ServiceNow, Jira Service Desk). - Mobile Device Support: iOS, Android, MDM platforms. - Basic Scripting (Optional for L2+): PowerShell, batch scripts for automation.Process Competencies- ITIL Framework Knowledge: Incident, request, and problem management processes. - Ticket Handling: Logging, categorizing, prioritizing, and resolving tickets within SLA timelines. - Knowledge Base Usage: Ability to search and contribute to internal KB articles. - Change Management Awareness: Understanding change requests and approvals (optional at L1 but a plus). - Escalation Procedures: Knowing when and how to escalate tickets to L2/L3. - Reporting & Documentation: Accurate incident documentation, creating reports on service performance. - SLA & KPI Awareness: Understanding service levels, response/resolution times, and performance metrics - Continuous Improvement: Proactively identifying recurring issues and suggesting process improvements.Minimum Qualification:15 years of full-time education

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