Job Description

TCS hiring


Role: service Desk agent


Experience: 2-4


Location: Hyderabad- walk in drive


Must have:


Manage and supervise Service Desk team members. • Ensure adherence to ITIL processes and SLAs. • Monitor ticket queues and prioritize critical issues. • Provide escalation support for complex incidents. • Conduct regular team meetings and performance reviews. • Maintain and update knowledge base articles. • Collaborate with other IT teams for issue resolution. • Generate and analyze service desk performance reports. • Drive process improvements and automation initiatives. • Strong leadership and team management skills. • Expertise in ITSM tools (ServiceNow).

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