21 hours ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.Direct message the job poster from Tata Consultancy ServicesCome to one of the biggest IT services companies in the world!
Here you can transform your career!Why join TCS?
We believe that people make the difference, which is why we foster a culture of continuous learning, opportunities for growth, and mutual development.
Our environment encourages idea sharing through the right tools, contributing to our collective success.We are looking for a Help Desk Lead with a minimum of 5 years of experience who is eager to learn and advance their career.Skills:Systems engineer or technologist in computer science or related field, with experience managing service desk teams, ensuring support satisfaction, and meeting service metrics.Experience leading operations with over 3,000 users, 4,000 hosts, and handling 10,000 tickets per month.Experience automating processes to reduce the number of complex tickets requiring human intervention.Ability to coordinate MIM (war rooms) and training resources, serving as a focal point for critical resolutions.Proven ability to improve escalation processes, communication at managerial levels, and event fluidity.Responsibilities:Manage Helpdesk staff to deliver high-quality services aligned with SLAs and KPIs.Maintain an effective help desk aligned with customer business objectives.Continuously improve service delivery.Implement staffing and scheduling strategies.Oversee incident management, including response, analysis, and resolution.Prioritize incidents based on urgency and impact.Collaborate with incident teams to follow protocols.Log incidents and analyze recurring issues.Adjust incident management processes for effectiveness.Communicate major issues to upper management.Manage incident team workloads and schedules.What can you expect from us?Professional development aligned with your interests.Opportunities to work internationally.A diverse, collaborative, and innovative environment.What do we offer?Health and life insuranceGympassPsychological, legal, social, and financial support via TCS CaresPartnerships with SESC and universitiesReimbursement for certificationsAccess to TCS Learning PortalInternational experience opportunitiesReferral bonusesPerformance recognition (Gems)Mentoring through XcelerateAt TATA Consultancy Services, we promote an inclusive culture that values gender, disability, LGBTQIA+, religion, race, and ethnicity.
We are committed to equity and social responsibility.
Join us to be a TCSer!Seniority levelMid-Senior levelEmployment typeFull-timeJob functionInformation TechnologyIndustriesIT Services and IT ConsultingReferrals increase your chances of interviewing at Tata Consultancy Services by 2xSet job alerts for "Help Desk Specialist" roles.
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