Service Desk Lead

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Role: Service Desk Lead

Job Type: Permanent

Number of hours: 40 hours per week – full time

Careers at TCS:
It means more

TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve. Our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.

• Build strong relationships with a diverse range of stakeholders.
• Gain access to endless learning opportunities.
• Work closely with the range of teams within the business to bring products to life.

• Conduct regular quality assurance audits of service desk operations to ensure adherence to quality standards and best practices.
• Analyze data and metrics to identify trends, issues, and areas for improvement in service delivery.
• Develop and maintain quality standards, procedures, and documentation for service desk operations
• Identify and propose process improvements to enhance efficiency, effectiveness, and customer satisfaction.
• Collaborate with service desk teams and other stakeholders to implement process changes and improvements.
• Monitor the performance of service desk processes and identify areas for ongoing optimization.
• Contribute to the development and maintenance of service desk knowledge base.
• Ensure that knowledge base content is accurate, up-to-date, and easily accessible to users.
• Promote the use of knowledge management tools and resources.
• Relevant experience in IT service desk operations and/or quality assurance.
• Prepare regular reports on service desk performance and quality metrics and other adhoc reports for the project as and when necessary.
• Communicate findings and recommendations to stakeholders in a clear and concise manner.
• Lead daily huddles, queue reviews and shift handovers to ensure SLA adherence, timely ticket resolution and effective workload balancing.
• Act as first level escalation point for service desk analysts and coordinate with resolver groups for complex incidents, service requests and ageing tickets.
• Coach team members on call handling, ticket documentation, customer communication, knowledge usage and first contact resolution improvement.
• Drive continual service improvement actions by identifying repeat contacts, automation opportunities, process gaps and knowledge article improvements.

• Good Communication skills both Verbal and Written with ability to Coach associates
• Strong understanding of IT service management principles and practices
• Experience with service desk tools and technologies
• Knowledge of common IT infrastructure and applications
• Ability to analyze data and identify trends and patterns.
• Ability to develop and implement solutions to improve service delivery
• Ability to manage shift operations, queue monitoring, escalations, ageing tickets, SLA breaches and daily service desk governance.
• Good-to-Have Hands-on exposure to Service Now or similar ITSM tools, Microsoft 365, Active Directory, remote support tools and knowledge management practices.
• Experience in preparing dashboards, RCA inputs, service improvement plans, CSAT/DSAT analysis and monthly governance reports.
• Understanding of shift-left, automation opportunities, call reduction, first contact resolution improvement and continual service improvement initiatives.

TCS is…