Overview
Service Desk SME+QA Jobs in Pune, Maharashtra, India at Tata Consultancy Services
Title: Service Desk SME+QA
Company: Tata Consultancy Services
Location: Pune, Maharashtra, India
Job Role – Service Desk SME+QA
Experience Range: 7 to 10 years
Job Location: Pune
Job Description
Must Have
At least 5 years of experience handling Service Desk services.
Fluency in English (Reading, Writing, Speaking) ·
Understand and responds in Business Communications ·
Good Managerial Skill · Understanding and knowledge on IT Infrastructure.
Work in any shift (24*7)
Roles/ responsibilities
Act as Single point of contact as Customer Global Service Desk ·
A significant responsibility of Service Desk Analysts is to manage support requests that can come through a range of networks, such as email, chat, and telephone.
They must document issue severity, and they must utilize standard procedures to resolve issues. Analysts must also maintain support tracking systems. ·
Create / Update KBA, SOP ·
Service Desk Analysts must resolve technical issues remotely.
For certain common problems, such as installation and configuration problems, they provide users technical documentation ·
Service Desk Analysts often must accelerate customer support requests to higher-level IT support specialists if they are unable to resolve a particular issue on their own.
Analysts then provide specialists with details about the issue so that they can resolve it effectively · Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardware ·
Respond to requests for technical assistance in person, via phone, chat, web and email ·
Diagnose and resolve technical hardware and software issues.
Research questions using available information resources ·
Advise user on appropriate action
