Service Desk 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** **Experience Range: 4 to 8 Years** **Location : Bangalore/Pune** **Interview Date: Saturday Online** **Must Have:** - Handling calls, chat, email, and web request - Validate the priority of the Incident and requests reported by the users and ensure the priority is given based on urgency and business impact - Recording and tracking Incidents and requests - First call resolution for Service Desk Resolvable issues - Escalation/re-routing of L2/L3 tickets to the respective Resolver Groups - Handling queries related to iPhone ordering through Tangoe or Verizon portal for US, London and Cologne locations - Passcode reset in iOS devices through MDM application - Enabling out of office settings through smart phones (GRC provided) - Technical remote troubleshooting for the in-scope desktop/laptop, operating system, software and other applications - Install & uninstall software and updates - New user email activation for US, London and Cologne locations - Activation of iPhone and wireless cards for US branches, London and Cologne location **Good to Have:** - Placing replacement orders for in-warranty smart phones for US, London and Cologne locations - Roaming issues related to smart phones and wireless air cards - Resolving standard synchronization issues with user iPhone - Support users for accessing encrypted emails in smart phones - Enrollment issues - deleting additional iOS devices from the console - Resolving Internet/Emails issues in GRC provided iPhone - Enterprise wipe out of Lost/Stolen GRC provided iPhone - As Incident Management function will not be available during weekend, SD team will follow the escalation matrix to alert the respective support teams for any user raised Critical incidents **Essential:** - End to end Management of calls, Resolving L1 User issues, Proper reassignments - Coordinating with users and resolving the incidents on time and follow up needed - Ready to work in a 24/7 shift **Minimum Qualification:** - 15 years of full-time education - Minimum percentile of 50% in 10th, 12th, UG & PG (if applicable)