Service Desk QA Saturday Online Drive

Job Description

TCS has been a great pioneer in feeding the fire of young techies like you. We are a global leader in the technology arena and theres nothing that can stop us from growing together.

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What we are looking for

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Role: Service Desk QA

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Experience Range: 5 to 8 Years

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Location: Chennai, Bangalore

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Interview Date: Saturday Online

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Must Have:

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• Technical and system expertise: Networking, Active Directory, DNS
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• Proven customer support experience via phone, remote tools, and ticketing systems
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• Excellent analytical, communication, written, verbal, and presentation skills
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• Strong problem-solving and troubleshooting abilities; able to diagnose and resolve L1/L2 issues
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• Time management, teamwork, and collaboration across cross-functional teams
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• Ability to identify/diagnose issues, categorize/record queries, and advise users on appropriate actions
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• Ownership to monitor issues start-to-resolution and escalate per matrix
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• Grooming team members to influence upskilling and productivity
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• Well organized, able to multi-task with minimum supervision and quick learning skills
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• Strong interpersonal and negotiation skills to collaborate with infra/network/app teams
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Good to Have:

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• Well organized with ability to multi-task and work with minimum supervision with quick learning skills.
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• Strong interpersonal and negotiation skills. Collaborate with cross-functional teams to identify and resolve technical issues
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Essential:

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• Achieve SLAs/OLAs; govern KPIs (FCR, MTTR, AHT, backlog hygiene, CSAT).
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• Ability to Lead
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• Ability to upskill and track learning progress of team
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• Ability to attend / present weekly, monthly reports to clients
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• Coach, mentor, schedule/workforce management; performance reviews and skill uplift.
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Minimum Qualification:

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• 15 years of full-time education
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• Minimum percentile of 50% in 10th, 12th, UG & PG (if applicable)
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