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Team Leader

Introduction

Lead a service desk team, which provides first level IT support to the customer of Tata Consultancy Services. Provides assistance to the Service Desk Analysts, coordinate the operational tasks on a daily basis with offshore/onsite teams, work on those cases which require higher level of IT knowledge, handle escalations. Handle the incoming calls and emails if required in peak hours and emergency situations, perform the necessary administration in the service management tool.

Function

Call and Incident Handling

  • Provide technical assistance to user via phone, email, chat and web or other channels in case is necessary (emergency situations, peak hours, shifting/staffing issues)
  • Log all calls in the incident tracking tool
  • Monitor the tickets of the Service Desk in incident tracking tool
  • Follow up on existing tickets and escalate unresolved cases to relevant support teams
  • Diagnose and solve software and hardware problems
  • Keep SLA’s and help the team to achieve the target KPI’s

Technical lead responsibilities

  • Consult the SD Analysts with regards to particular tickets
  • Handle escalations of particular tickets
  • Run & analyse operational reports
  • Attend operational telephone conferences/meetings
  • Ticket analysis and reporting (quality, SLA compliance)
  • Perform technical trainings and update training materials

Team leadership activities

  • Support the Project Leader with data/inputs for resource planning and shifting management (in line with: language coverage, backlog handling, aged case reduction, chat availability, email distribution, out of office workload planning)
  • Gather input/data for PL’s Metrics and Quality control activities (weekly, monthly)
  • Monitoring and influencing account specific SLAs and KPIs
  • Solving conflicts, issues reported by team members or escalating them to Project Leader or SDM
  • Assist PL and SDM in creating an environment oriented to trust, open communication, creative thinking, and cohesive team effort
  • Motivate and inspire team members

Knowledge Management

  • Learn and implement new technologies, tools, processes and policies if required (via reading knowledge base articles & emails)
  • Document and share best practices with other colleagues; facilitate knowledge transfer whenever needed
  • Communicate process updates to the team members
  • Provide process improvement ideas

General

  • Ensure high level of customer satisfaction
  • Understand quality requirements and aspects of the account and work according to those regulations
  • Learn and adhere to TCS’ and customer’s policies and procedures
  • Keep the Project Leader and Service Delivery Manager informed of task accomplishment, issues and status

Requirements

Required:

  • At least 3 years experience in IT customer service
  • Advanced knowledge of MS Office tools (Excel and PowerPoint)
  • Advanced service management tool knowledge
  • High level of flexibility, multitasking and problem solving skills
  • Interpersonal skills

Advantages:

  • Prior experience in IT/Helpdesk/Service Desk fields.
  • Previous experience with Microsoft Windows Active Directory Service, e-mail systems
  • Additional language knowledge
  • Technically competent with PC/LAN architecture
  • A thorough knowledge and understanding of TCP/IP


Information

Jelena Radovic

jelena.radovic@tcs.com

+36 30 185 27 44