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Role- Service Desk
Job Description
Act as a single point of contact (SPOC) for all user requests, and resolve issues on first call, or route to the appropriate resolving support group.
Perform active case management and be accountable for end-to-end delivery of requests that originate with them and is responsible for ensuring resolution is driven by all downstream support groups.
Monitor Incident or Problem status to facilitate Incident/Problem closure within defined service level standards or escalate in accordance with the escalation management process.
Develop, establish and maintain call prioritization guidelines and escalation procedures.
Provide a systems status recording with status information such as known Major Incidents and estimated recovery time.
ServiceNow Queue Management - Incident, Service Request, Problem & Change.
Ensure all the specified SLAs are met in accordance with the customer agreement.
Maintain and drive the call quality keeping customer satisfaction as priority.
Escalate customer concerns on timely basis and follow up to closure.
Take end to end ownership of call and ticket to ensure timely closure and resolution.
Follow the quality parameters as specified by the quality protocol and process to be followed.
A part of the Tata group, India's largest multinational business group, TCS has over 500,000 of the world’s best-trained consultants in 46 countries. The company generated consolidated revenues of US $22.2 billion in the fiscal year ended March 31, 2021, and is listed on the BSE (formerly Bombay Stock Exchange) and the NSE (National Stock Exchange) in India. TCS' proactive stance on climate change and award-winning work with communities across the world have earned it a place in leading sustainability indices such as the MSCI Global Sustainability Index and the FTSE4Good Emerging Index.
Job ID: 106337397
