Service Desk QA Saturday Online Drive

Job description

TCS has been a great pioneer in feeding the fire of young techies like you. We are a global leader in the technology arena and theres nothing that can stop us from growing together. What we are looking for Role: Service Desk QA Experience Range: 5 to 8 Years Location: Chennai, Bangalore Interview Date: Saturday Online Must Have: 1. Technical and system expertise: Networking, Active Directory, DNS 2. Proven customer support experience via phone, remote tools, and ticketing systems 3. Excellent analytical, communication, written, verbal, and presentation skills 4. Strong problem-solving and troubleshooting abilities; able to diagnose and resolve L1/L2 issues 5. Time management, teamwork, and collaboration across cross-functional teams 6. Ability to identify/diagnose issues, categorize/record queries, and advise users on appropriate actions 7. Ownership to monitor issues start-to-resolution and escalate per matrix 8. Grooming team members to influence upskilling and productivity 9. Well organized, able to multi-task with minimum supervision and quick learning skills 10. Strong interpersonal and negotiation skills to collaborate with infra/network/app teams Good to Have: 1. Well organized with ability to multi-task and work with minimum supervision with quick learning skills. 2. Strong interpersonal and negotiation skills. Collaborate with cross-functional teams to identify and resolve technical issues Essential: 1. Achieve SLAs/OLAs; govern KPIs (FCR, MTTR, AHT, backlog hygiene, CSAT). 2. Ability to Lead 3. Ability to upskill and track learning progress of team 4. Ability to attend / present weekly, monthly reports to clients 5. Coach, mentor, schedule/workforce management; performance reviews and skill uplift. Minimum Qualification: • 15 years of full-time education • Minimum percentile of 50% in 10th, 12th, UG & PG (if applicable)