Service Desk Service Desk Quality lead

TCS hiring for Service Desk Quality lead\n\nLocation: Chennai\n\nExperience: 6-10\n\nMust have:\n\n-A minimum of 5+ years’ experience in a Team Leader IT Service Desk Role\nAbility to provide leadership in customer service and customer communication on behalf of the IT Team\nAbility to take a leadership role in IT Incident escalations\nExperience using and configuring processes within a modern IT System Management tool such as SNOW and Change Gear\nStrong business understanding and focus\nThe IT Service Desk provides 1st level and 2nd line support via the telephone, using remote desktop tools or should the need arise attendance to users place of work support to all client users and is the single point of contact for all users.\nThe Service Desk is responsible for ensuring that all incidents reported are\nCategorized and allocated efficiently and correctly.\nThe Service Desk liaises with the Desktop Services, Technical Services and\nApplication Service teams to ensure any incidents that cannot be resolved at the 1st level are appropriately escalated.\nAttend Change Advisory Board meetings\nEnsure all calls are logged in the Service Desk logging system\nAs required, provide first-line support for end users seeking assistance with IT and Business service issues via phone, email and chat.\nAs required, provide resolution for customer to appropriate personnel, and provides incident status updates to end-users.\nAs required, respond promptly and accurately to customer complaints, inquiries and requests for information and coordinate appropriate follow-up.