DUTIES & RESPONSIBILITIES

Essential Responsibilities and Duties

• Provides First and second-line investigation and diagnosis

• Resolves and closes incidents/service requests as per Service desk procedures & allocated timelines

• Escalates unresolved incidents/service requests within agreed timescales

• Logs relevant incident/service request details per Service desk procedures

• Communicates with client regarding incident progress

• Ensures tickets are always updated until issues are resolved

• Managing, prioritizing, and documenting incoming questions and support requests by phone, email, chat, or in person.

• Resolving technical issues quickly and efficiently

• Installing and configuring necessary software and meeting end-user needs

• Escalating any serious problems to relevant departments and teams

• Ensuring optimal network performance

• Performing system updates, tests, and maintenance to avoid service interruptions

• Monitoring and reporting service desk tickets

• Analyzing IT incident reports and questions to identify any trends to make recommendations for changes and to prevent future problems

• Producing user manuals and guidance for end-users

• Creates/maintains documentation on Back Desk

• Special events coverage

• Local network support and/or assists centralized Network team

• Hardware/software selection, procurement, setup, installation, configuration, upgrades, monitoring, and troubleshooting

• User account creation/deletion and file permissions

• Laptop / Desktop Backup management and maintenance

• Assist all Joiners, Movers and Leavers tasks in the respective site

• Involved in Stock and Asset Management activities and coordinate with Stock Management

Qualifications

• Bachelor's Degree or completed at least 2 years in college with no back subjects,

Associate Graduate, College Graduate

• At least 2-5 years of relevant ITSD experience is required

* One year BPO experience

• Experience in resolving tickets

• Ability to work independently and take initiative

• Strong communication skills, both written and oral

• Maintains strong attention to detail in high-pressure situations

• Willingness to work flexible hours when needed

• Immediate joiners are preferred

• Updated resume is required

Current and former employees of TCS should be rejected