Service Desk

TCS hiring

Role: Service Desk

Location: hyderabad- Face to face

Experience: 4-6

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). • In-depth knowledge of ITIL framework.