As a Service Desk Associate, you will play a crucial role in providing Level 1 support for all in-scope services. Your responsibilities will include acting as a single point of contact for user requests, resolving issues on the first call or escalating them to the appropriate support group, performing active case management, monitoring incident or problem status, and ensuring adherence to defined service level standards. Additionally, you will be responsible for maintaining call quality, escalating customer concerns, and ensuring timely closure and resolution of calls and tickets.
Desired Competencies
- Providing Level 1 support for all in-scope services
- Acting as a single point of contact for user requests
- Performing active case management
- Monitoring incident or problem status
- Developing and maintaining call prioritization guidelines and escalation procedures
- ServiceNow Queue Management
- Ensuring SLAs are met and maintaining call quality
- Escalating customer concerns and following up to closure
- Taking end-to-end ownership of calls and tickets
- Following quality parameters specified by the quality protocol and process
- Knowledge of ITIL Processes (MI, PM) is a plus
- experience range of 2-7 years
If you are interested in this role, please fill out the following details, along with your updated CV.
- Full Name
- Current Location
- Preferred Location (Noida/Hyderabad)
- Mobile
- Email ID
- Total Experience
- Relevant Experience
- Current CTC
- Expected CTC (Hike Percentage)
- Highest Qualification
- Notice Period in Current Company
- Current Company
- Working Status (Permanent Employee/Contract)
- Gaps (Educational or Between Jobs, if any)
- Have you attended any interviews with Tata Consultancy Services in the last 3 months? (Yes/No, If yes, please mention approximate date or month)
- Have you associated or worked with Tata Consultancy Services or CMC Ltd before? (Yes/No)
We look forward to potentially welcoming you to our team at TCS and discussing your candidacy further. Should you have any questions or require additional information, please do not hesitate to contact us.