Job description:
- to manage the service desk team according to tcs policies and guidelines. This includes all aspects of management such as training and development, performance monitoring, appraisals and objective setting, hr issues, resource management, recruitment, etc. - experience of working with customer in global delivery model - proactive, performance-driven, customer service oriented, well-organized individual with expertise in it service desk. - manage work load coming into service desk using the resources available (onsite, offshore) and ensuring effective delivery. - responsible for delivery of all risk and audit activities. - ensure team meetings happen as agreed and all issues (internal or external) are addressed, escalated appropriately to tcs management as needed. - produce high quality weekly, monthly reports agreed with client and any ad-hoc reports requested by tcs management - propose improvements in service desk line with business requirements and with vision of changing technology. - work with various it teams to identify servicenow automation and integration opportunities to improve the existing state of it operations - on boarding of team members by liaising with tcs mgmt. and rmg team. - ability to coach and encourage less experienced members of the team - clear understanding and ability to articulate the it services provided, how they are used and impact of non-availability - take a hands-on approach to managing the daily workload of the service desk, ensuring all calls are being properly handled, prioritized, and progressed, customers are kept informed, and communications and customer service are of the highest standard.