Tata Consultancy Services Looking for Service Desk Management – Lead at Delhi, India Full Time

Greetings from TCS !!!

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 there’s nothing that can stop us from growing together.

We are looking for – Service Desk Management – Lead

Experience Range: 6 to 10 years

Location:- Delhi , Gurgaon

NOTE:

· Please share resume and below details in one email with subject line as Service Desk Management – Lead to get processed your application immediately.

· Candidate who did not registered in iBegin(TCS) career portal will get link for registration so they need to complete basic registration, Candidate who are already registered will be processed with same EP number.

· Interview Link (Team invite) will be sent on before day interview schedule day till 9PM.

Job description

Service Desk Management , IM , Customer Handling Expereince, KM

Responsibilities

· Manage the Service Desk team and evaluate performance

· Manage all escalations related to Service Desk with site SDM’s

· Manage all vendors related to Service Desk

· Manage SLA’s and KPI’s on monthly basis

· Participate in hiring of service desk resources at lead level

· Run daily, weekly, and monthly meetings related to Service Desk

· Ensure all updates are shared with all Service Desk teams

· Create reports from all tools of service desk

· Responsible for knowledge management related to Service Desk

Work on smooth transition of new tools or processes affecting Service Desk

Must-Have:

· Minimum 1-year previous IT Service Desk lead/manager experience

· 5 years’ experience in IT Service Desk required

· Reporting and data analysis skills in ServiceNow

· Excellent communication skills and customer handling skills.

· Excellent organizational skills

· Incident Management experience – Managing incidents including business expectations and communication.

· Excellent excel and presentation skills.

· Experience in collaborating with Global teams.

· Experience with Knowledge management

· Experience in Vendor management for Service Desk tool

· Strong customer service, analytical, and problem resolution skills required.

· Experience in creating Service Desk reports like KPI and SLA reporting.