Job Id: 20200924008
Job Role: Service Desk Lead
Experience: 7-9 Years
Job Location: Hyderabad
Salary: Best in Industry
Vacancies: Not Mentioned
Job Description TCS Job Openings in Hyderabad for Service Desk Lead in September 2020:
As a Lead, you will strategise, lead and deploy the processes in the respective fields. You will ensure on time delivery and effective resolution of field related incidents/requests thereby ensuring business continuity.
What we are looking for
Strong experience supporting end user customers in a Service Desk environment
Strong in technical aspects and should be in position to resolve L1 and L2 tickets if needed.
Process Ownership, end to end management of all activities associated with the Process
Mature process and consistency in the Service Desk by focusing on continuous process improvement reducing incidents, use self-heal and self-help techniques to reduce incidents
Able to handle the first level of escalations.
Coaches and develops Service Desk staff through observation, one-on-on meetings, monitoring of employee and team performance & Process training.
Defining service standards & guidelines that serve as benchmark for excellent service delivery.
Presenting various weekly / monthly MIS reports pertaining to process and productivity
Measure and report on unit performance via metrics and indicators of service level activity and customer satisfaction. Provide regular helpdesk performance and utilization reports to leadership.
Good to Have:
Strong English Communication Skills.
Wo rking knowledge of Various reporting Tools like Cosmo, CISCO manager
Should be aware of Key SLA of Service Desk like ASA, Abandon are, AHT,
Should have good understanding of ITIL framework
Own the offshore operations and drive the metrics as agreed with customer
Work with customer closely and understand the business requirements and deliver the same at operations level
Prepare and present the weekly and monthly performance reports with customer and TCS leadership
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