SD Lead
TCS
4 - 12 years
Hyderabad
Posted: 27/11/2024
Job Description
| • User Assistance and Guidance: Provide detailed guidance to users on how to troubleshoot common problems, use applications, and access services. • Password Resets and Account Management: Handle routine user requests such as password resets, account unlocks, and profile updates. • Troubleshooting: Employ a systematic approach to troubleshoot issues. This may include checking system logs, replicating user problems, and utilizing diagnostic tools. • Quick Resolution: Aim to resolve issues during the first contact whenever possible, leveraging a knowledge base and predefined troubleshooting guides. • Workarounds: Provide effective workarounds to ensure minimal disruption to user operations when immediate resolution is not feasible • Instruction and Guidance: Offer step-by-step instructions to users for resolving simple issues or for temporary workarounds. • Status Updates: Keep users informed about the status of their issues, especially if there are delays or complications in resolution. • Timely Escalation: Escalate issues that cannot be resolved at the first level to second-level support or other specialized teams in a timely manner. • Monitor /Troubleshoot and escalate the infrastructure alerts • User query/issue handling. Creates and manages knowledge database. Manage Critical/Major Incident Management. Communicating with users. |
About Company
Tata Consultancy Services (TCS) is one of the largest multinational IT services and consulting companies in the world, headquartered in Mumbai, India. It operates in over 50 countries and is a part of the Tata Group, India's largest business conglomerate. TCS offers a wide range of services including software development, consulting, digital transformation, and business solutions, serving industries such as finance, healthcare, retail, and telecommunications. Known for its global reach, technological expertise, and innovation, TCS is consistently ranked among the top IT services companies globally.
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