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Desktop Support
2 weeks ago
TCS is an equal opportunity employer, and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation, to create a workforce that reflects the societies we operate in.
Our continued commitment to Culture and Diversity and is reflected in our people stories across our workforce implemented through equitable workplace policies and processes.
About TCSTCS operates on a global scale, with a diverse talent base of more than 600,000 associates representing 153 nationalities across 55 countries.
TCS has been recognized as a Global Top Employer by the Top Employers Institute - one of only eight companies worldwide to have achieved this status.
Our organizational structure is domain-led and designed to offer businesses a single window into industry-specific solutions. Our agile industry units have embedded capabilities to enable rapid responses that provide a competitive edge to our customers.This, coupled with a unique Global Network Delivery ModelTM (GNDMTM), is recognized as the current benchmark of excellence in technology deployment.
We have made significant investments in digital technology, horizontal, and vertical platforms, allowing us to successfully serve our clients for over 50 years.
About the clientA global energy leader ranked in the top 5 in Fortune 500. With a commitment to innovation and sustainability, they drive advancements in oil, gas, and renewable energy technologies. Join us in serving this world-renowned client, where your talents shine. We're looking for passionate individuals to contribute to their mission.Required Skills and Responsibilities:
- Service Desk Lead/SME- Minimum Year previous IT Service Desk lead/manager.
- Experience in IT Service Desk required.
- Reporting and data analysis skills in ServiceNow
- Excellent communication skills and customer handling skills.
- Excellent organizational skills
- Incident Management experience
- Managing incidents including business expectations and communication.
- An ITIL V4 / V3 Foundation qualification is preferable but not essential.
- Knowledge of ITIL Processes MI, PM
- Project management experience
- Manage the Service Desk team and evaluate performance.
- Manage all escalations related to Service Desk with site SDM.
- manage all vendors related to Service Desk Manage SLA and KPI monthly.
- Run daily, weekly, and monthly meetings related to Service Desk
- Ensure all updates are shared with all Service Desk teams.
- Create reports from all tools of service desk.
- Responsible for knowledge management related to Service Desk
- Excellent excel and presentation skills.
- Strong customer service, analytical, and problem resolution skills required.
- Experience in Vendor management for Service Desk tool.
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