TCS FOR Service Desk lead

Position: TCS IS HIRING FOR Service Desk lead
Location - Gurgaon
EXP
-4 - 8 Yrs
Skill
-Service Desk lead

Responsibilities

Customer Service Excellence Act as the escalation point for complex or unresolved customer issues.
Ensure high levels of customer satisfaction through proactive communication and follow-up.
Promote a customer-first culture within the team.
Process Improvement Identify gaps in service delivery and recommend improvements.
Collaborate with other IT teams to streamline support processes.
Implement best practices for incident, request, and problem management.
Reporting & Analysis Generate and analyze service desk performance reports.
Track trends and recurring issues to inform training and system improvements.
Required Technical Skill Set:
Strong understanding of computer hardware, software, and networking.
Expertise in Office 365, printer/scanner troubleshooting.
Familiarity with ITSM tools (e.g., Service Now, Remedy).
Basic scripting or automation knowledge is a plus.
Must-Have: 5+ years of experience in IT support, with at least 2 years in a lead or supervisory role.
Excellent communication and interpersonal skills.
Strong problem-solving and decision-making abilities.
Good-to-Have: ITIL Foundation certification.
Experience in managing remote or hybrid teams.