Global Service Desk

JD for Servicedesk:

• Provides first-tier technical support by directly responding to customer requests and inquiries.
• Identifies IT productivity issues and provides troubleshooting, leveraging knowledge management practices, with the goal of remediating incidents.
• Educates customers and communicates troubleshooting steps.? Resolves routine hardware and software incidents.
• Follows documented workflow and established standards to resolve routine and newly reported issues.
• Escalates to the appropriate technical resources for more complex incidents.
• Adheres to customer communication engagement tool standards (including phone logging and ticketing systems) and is available during scheduled shifts.
• Participates as an integral part of the team, exhibiting ownership, follow through, initiative, awareness and effective communication with customers, peers, upper tiers, and management.
• Able to work assigned schedule subject to Progressives flexible schedule policies and practices.
• Able to work variable and flexible hours, such as nights, weekends, and holidays in response to business needs has context menu
• 15 Years regular education.
• Cab facility provide for night shift only or as per TCS Project terms & Conditions.