Service desk-SME

Walkin Interview-Service desk SME-Chennai-31-Oct-26
Dear Candidate,Greetings from TCS!!!!!We are inviting you for the walkin interview for Service desk-SME role.Experience-6 to 10 yrsRoles & responsibility;-SNResponsibility of / Expectations from the Role Provide real-time technical guidance to L1 analysts and own complex or high-impact escalations through resolution. Diagnose issues across workplace technologies, identity, access, collaboration, connectivity and endpoint.Coordinate effectively with L2/L3, application, infrastructure, security and vendor teams, with clear ownership and evidence-based escalation. Review queue Monitoring, aging, repeat contacts, reassignment patterns, SLA risks, FCR/FLR, MTTR and KPIs Deliver KT, shadow and reverse-shadow sessions, technical coaching, floor support and targeted refresher training. Drive shift-left, self-service, chatbot, remote action, workflow, and automation opportunities with measurable benefits. Support transition readiness including access validation, tool readiness, support model definition, escalation matrix, operational acceptance and go-live/hyper care. Conduct ticket and interaction quality reviews and ensure adherence to ITIL, security, privacy and customer-specific controls.

Work arrangement
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