Service Desk SME
TCS · Bangalore
Source and collection record
Last observed by our collector: . This is not a manual review or a confirmation from the employer.
Employer requisition: 434965
Job type and experience labels are automated discovery categories. The employer determines eligibility. Original experience wording was not retained separately; check the current employer page.
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Collected role description
· Provide real-time technical guidance to L1 analysts and own complex or high-impact escalations through resolution. · Diagnose issues across workplace technologies, identity, access, collaboration, connectivity and endpoint. · Coordinate effectively with L2/L3, application, infrastructure, security and vendor teams, with clear ownership and evidence-based escalation. · Review queue Monitoring, aging, repeat contacts, reassignment patterns, SLA risks, FCR/FLR, MTTR and KPIs · Deliver KT, shadow and reverse-shadow sessions, technical coaching, floor support and targeted refresher training. · Drive shift-left, self-service, chatbot, remote action, workflow, and automation opportunities with measurable benefits. · Support transition readiness including access validation, tool readiness, support model definition, escalation matrix, operational acceptance and go-live/hyper care. Conduct ticket and interaction quality reviews and ensure adherence to ITIL, security, privacy and customer-specific controls</span
Collected minimum qualification
BACHELOR OF TECHNOLOGY
Collected experience requirement
4 - 6 Years