Service Desk E2E Escalation Desk Agents
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: 434961
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
· Own end-to-end progression of complex, high-impact, aging, repeatedly reassigned or business-critical tickets until service restoration and confirmed closure. · Act as the central coordination point across Service Desk, L2/L3, application, infrastructure, security, ServiceNow and vendor teams, maintaining clear accountability · Validate ticket quality, impact, priority, diagnostics, evidence, assignment and escalation path before engaging resolver teams. · Protect SLA and user experience through proactive follow-up, milestone tracking, clear communications, warm hand-offs and timely management escalation · Support major-incident identification and coordination, VIP/high-impact cases, cross-domain failures and urgent service recoveries in line with approved procedures. · Use ServiceNow and available telemetry or knowledge insights to identify related incidents, known errors, recurring patterns and likely resolution paths · & nbsp; Reduce avoidable transfers and deadlocks by challenging incorrect reassignments, clarifying ownership and facilitating technical bridge discussions where required. <br /
Collected minimum qualification
BACHELOR OF TECHNOLOGY
Collected experience requirement
4 - 7 Years