Service Desk

TCS Hiring for Service Desk

Experience Range : 06 To 08 years

Job Location : Mumbai, India

JOB 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 processes

Technical 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