Tata Consultancy Services Looking for Service Desk Support Executive at Chennai, Tamil Nadu, India Full Time

• Role : Service Desk Support Executive
• Desired Experience Range : 4 – 7 Years
• Location of Requirement : Chennai

Required Technical Skill Set :

1. inbound calls technical support
2. Service Desk.

Must-Have :

Answers and responds to inbound calls or electronic requests from end-users regarding products

Creates and documents all support calls from the user community into the service desk tracking software

Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support

Analyzes and resolves all application software or hardware incidents and requests from end-users

Ensures to log and tracks incidents and requests from identification through resolution stages

Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete

Updates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contact

Ensures accurate and necessary information is obtained by utilizing Remedy Templates when available

Responsible for providing on-call support as needed

Establishes and develops relationships with other IT&S teams through frequent constructive communication

Responsible for identifying shortcomings for implementing process improvements

Complies with and supports IT&S standards, policies, and procedures

Logs incidents and requests into appropriate product categorization

Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users

Handles customers’ issues or requests with a professional attitude.

Responsibility of / Expectations from the Role

1. Excellent communication and interpersonal skills to effectively deal with users at all levels.
2. esting and analyzing IT system and software performance and the ability to diagnose, troubleshoot and resolve technical issues in a timely manner
3. Resolving incoming client and personnel IT queries remotely via email and phone, or at the office.
4. Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.
5. Avoiding service interruptions by performing system installations, updates, and maintenance procedures.
6. Preparing training manuals and FAQ materials for easy-access end-user guidance.
7. Documenting processes and maintaining service desk records.
8. Making recommendations to optimize IT performance and to prevent future problems.