Service Desk Specialist_5 TO 7 YEARS_HYDERABAD

Job description

TCS IS HIRING FOR Service Desk SME / Shift Lead \\_ FACE TO FACE INTERVIEW 5 TO 7 YEARS EXP RANGE LOCATION-HYDERABAD INTERVIEW-FACE TO FACE JD FOR REF: The Service Desk SME / Shift Lead is responsible for leading service desk operations, ensuring SLA compliance, managing team performance, and acting as an escalation point for critical incidents. This role involves hands-on leadership, reporting, and operational excellence . Key Responsibilities • Lead and manage daily service desk operations across shifts • Ensure team schedule adherence, attendance, and break management • Monitor and manage ticket queues (P1–P4) ensuring SLA compliance for response and resolution • Act as the primary escalation point for major incidents (P1/P2) • Coordinate with cross-functional teams to drive timely issue resolution • l