TCS IS HIRING FOR Service Desk lead

Location- Gurgaon

EXP-4 - 8 Yrs

Skill-Service Desk lead

Responsibilities

• Customer Service Excellence Act as the escalation point for complex or unresolved customer issues.
• Ensure high levels of customer satisfaction through proactive communication and follow-up.
• Promote a customer-first culture within the team.
• Process Improvement Identify gaps in service delivery and recommend improvements.
• Collaborate with other IT teams to streamline support processes.
• Implement best practices for incident, request, and problem management.
• Reporting & Analysis Generate and analyze service desk performance reports.
• Track trends and recurring issues to inform training and system improvements.
• Required Technical Skill Set: Strong understanding of computer hardware, software, and networking.
• Expertise in Office 365, printer/scanner troubleshooting.
• Familiarity with ITSM tools (e.g., ServiceNow, Remedy).
• Basic scripting or automation knowledge is a plus.
• Must-Have: 5+ years of experience in IT support, with at least 2 years in a lead or supervisory role.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Good-to-Have: ITIL Foundation certification.
• Experience in managing remote or hybrid teams.