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IT Service Desk

Keywords / Skills : tech support, technical support, technical helpdesk, tech helpdesk, it support, it service desk, service desk, servicedesk, helpdesk, help desk, it helpdesk, it help desk

2 - 4 years
Posted: 2018-10-22

Job Description
IT Service Desk


The Service Desk Associate is responsible for handling incoming e-mails/calls to the Support desk and resolving/ troubleshooting issues faced by the internal customers.


PRIMARY JOB FUNCTIONS

-Handle E-mails, Calls and Chat related to application issues faced by clients within SLA; and at times will handle desktop, hardware, software, access issues.

-Create issue tickets by logging all pertinent information with utmost Quality and precision.

-Identify the exact issue through effective probing and paraphrasing.

-Provide initial assessment of categorization and prioritization for reported issues and provide support taking guidance from the KB, targeting a higher level of first contact resolution

-Ensure issues are correctly routed to appropriate support groups if unresolved by helpdesk.

-Multi-task between voice and e-mail support

-Ensure the KPI and SLA targets are met

-Excellent verbal, written and typing skills (25 WPM+)

-Provide daily outstanding incident & service requests follow-up reports.

-Perform first level troubleshooting on PC, OS and basic office applications (MS Office 2010, Adobe). Take remote of the user’s PC for faster resolution

REQUIRED SKILLS

-Ability to handle clients professionally during all interfaces, and provide prompt service

-Should have a good understanding of the service desk operations

-Strong command over English language - Strong written and verbal communication skills.

-In depth customer management to increase customer satisfaction

-Exposure to various ticketing tools. The associate must be able to accurately capture customer and network information into our ticketing system.

-Night shift (inclusive of public holiday) support is required.

-Exposure to using remote tools for troubleshooting the issues faced by the customer

-Working knowledge of MS Office Applications, specifically MS Excel

-Solid experience in problem analysis and resolution of technical issues; and proven ability to function in a self-directed environment


QUALIFICATIONS

-Must be graduate of a 4 year IT course or any IT related courses

-2+ years of Help/ Service Desk or Technical Support of equivalent in multiple channels

-Certification related to ITIL V3 is a plus but not required



About Company

Tata Consultancy Services is an IT services, consulting and business solutions organisation that delivers real results to global business, ensuring a level of certainty no other firm can match. TCS offers a consulting-led, integrated portfolio of IT, BPS, infrastructure, engineering and assurance services. This is delivered through its unique Global Network Delivery Model™, recognised as the benchmark of excellence in software development. A part of the Tata group, India’s largest industrial conglomerate, TCS has over 378,000 of the world’s best-trained consultants in 45 countries. The company generated consolidated revenues of US $16.5 billion for year ended March 31, 2016 and is listed on the BSE (formerly Bombay Stock Exchange) and the NSE (National Stock Exchange) in India. For more information, visit us at www.tcs.com.
About Recruiter
Poonam Ghuge
HR Executive
Tata Consultancy Services
...
Skills I hire for Lateral hiring
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