Service desk
TCS
4 - 12 years
Delhi
Posted: 01/03/2025
Job Description
| • Independently managing and directing the daily activities of Service Desk operations. • Staff planning on floor to manage volumes/forecasts. This includes schedule adherence, work force management (Break management), shift management and rotation of staff etc. on floor. • Helping/driving initiatives for standardisation of processes and reducing escalations and queries on floor. • Ensuring delivery of Service Desk services to levels of performance detailed in SLAs and/or OLAs. • Supervising, planning, and managing functions concerned to Service Desk operations • Reporting/communicating Service Desk performance, issues, successes, and opportunities to the Leadership Team. • Carrying out performance measurement, monitoring, and evaluation of entire team to improve the efficiency. • Conduct regular team meetings and one on one sessions with the teams. • Monitor calls, perform quality checks and provide necessary feedback to the team. • Practicing and ensuring compliance with that of all the BCMS’ policies and procedures. • Manage overall performance of the Service Desk including quality function performance. • Manage overall reporting and MIS. • Ensure active engagement with key stakeholders/colleagues periodically. • Generate and implement ideas to improve the overall performance of the process. • Manage shifts and schedules for Service Desk team members. • Collaborate with business team leads. • Ability to manage IT Helpdesk/Service Desk as a lead. • Well versed with Information Technology Infrastructure Library (ITIL) framework to include Service Desk, Incident, Problem and Service Level Management. • Review Service level status reporting and metrics. • Well versed with developing and/or updating Service Desk standard operating procedures (SOPs). • Assist with communications to user community around service desk (tickets, status, etc.). • Partner with business managers and process owners to identify opportunities for process and service desk improvements. • Work to improve existing Service Level Agreements (SLA’s). |
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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