Tata Consultancy Services is an Indian multinational technology company specializing in information technology services and consulting. Headquartered in Mumbai, it is a part of the Tata Group and operates in 150 locations across 46 countries. It is the second-largest Indian company by market capitalization.
Service Desk Analyst
About the job
Dear Candidate
Greetings from TCS !!!
TCS has been a great pioneer in feeding the fire of young Techies like you. We are a global leader in the technology arena and there’s nothing that can stop us from growing together.
Role: Service Desk
Location: Chennai/Hyderabad
Experience Range: 3-6 years
Educational Qualification : 15 Years of Full Time Education
Job Description:
Must-Have
- Answers and responds to inbound calls or electronic requests from end-users
- Monitor the IT Service Desk mailbox and call queue, responding to queries as appropriate in a timely and efficient manner. Assist with various other admin duties such as the creation of new user accounts as required.
- Ensure that all customer requests are recorded accurately and with a high level of detail using the Service Desk call logging software. All actions undertaken to resolve or escalate these requests will also be recorded accordingly.
- Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support. This includes explaining complex technical issues to non-technical customers.
- Analyzes and resolves all application software or hardware incidents and requests from end-users
- Ensures to log and tracks incidents and requests from identification through resolution stages
- Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete
- Ensures accurate and necessary information is obtained by utilizing Templates when available
- Responsible for providing on-call support as needed
- Using remote access tools, detect, diagnose and where possible resolve a high level of 1st line customer issues and service requests remotely therefore reducing the requirement to travel to site and subsequently increase efficiency.
- Logs incidents and requests into appropriate categorization
- Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-user
- At all times, deal with customers and colleagues in a courteous, friendly and professional manner. This may include the diffusing of stressful situations where conflict and unreasonable demands from customers require diplomacy.
- To assist customers in making more effective use of desk-top systems, products and services.
- For all requests that cannot be resolved, provides an effective interface between customers and 2nd / 3rd line resolving teams. To use judgement to set priority for resolution, monitor progress and apply escalation procedures for problems not progressing satisfactorily.
- To interpret technical manuals and documentation to assist with the resolution of issues. To assist with the administration of computer hardware and software in support of the delivery of the agreed IT Service
- Installs and/or removes software, following agreed policies and procedures.
Good-to-Have
• Excellent interpersonal and communication skills, both written and verbal
• Ability to mediate by being patient, calm and sympathetic
• Ability to liaise with 3rd party technical support services
• Ability to work alone or as part of a team as appropriate
• Customer focused
Software Engineer
About the job
TCS IS HIRING!
Job title: Service Desk – Agent
Experience Range: 1 to 4 years
Location: Chennai, Pune, Noida
Must Have :
- Requires exceptional verbal and written communication skills as well as strong customer service and interpersonal skills
- Willingness to work in any shifts including night shifts and weekends
- Accountable to answer customer requests and assisting customer either by over the phone, email, chat or Web
- Should be flexible for voice support
- Ability to understand customer issue and route to appropriate team
- Must be a strong cross-team collaborator
- Requires ability to thrive in a demanding, fast paced 24*7*365 operations support environment, which may require working after normal business hours or weekends. Candidates might need to extend support during Week Offs depending on the business requirement
- Basic knowledge about Systems, backup and Network
- Ability to drive higher Customer Satisfaction and maintain the defined SLA’s and KPI’s
Service Desk
About the job
Job Role – Service Desk
Experience Range: 2 to 6 years
Job Locations: Hyderabad
Job Description
Must Have
- Knowledge on End User Computing Devices (Laptop / Desktop / VDI)
- Ability to provide technical support over the phone
- Excellent Oral and Written Communication skills
- Hands on Experience on resolving customer issues related to the infrastructure
- Assist with support of network connectivity, PCs, and VPN connectivity
- Experience on Remote Desktop Client Software’s
- Knowledge of working on ticketing tools
- Ability to resolve and or provide work around
- Anticipate customer needs and proactively identifies solutions
- Enthusiastic Maintain high customer / end user satisfaction
Roles and Responsibilities
- Should possess good communication skills.
- Should have knowledge on basic desktop issues, printer installations, AD, Exchange, Hardware issues, Wireless issues.
Consultant
Dear connections!!!
SN Required Information Details
1 Role Workday Extend/ Support Consultant
2 Required Technical Skill Set
(Broad Skills mentioned here not all of them are required) Workday Extend / Workday Support
Workday Integrations
JSON, XML, SQL, JavaScript – Hands-on
3 Desired Experience Range 6-10 years
4 Location of Requirement NCR (GG/Noida), Bangalore, Mumbai
Desired Competencies (Technical/Behavioral Competency)
Minimal qualifications 10+ Years of IT Experience, with minimum 4 to 6 years in Workday implementation / support
3+ years Workday Extend experience.
Good communication
Workday Certification (any) is a big plus
Responsibilities Experience in the role include Workday HCM cloud solutions experience including implementation, integrations, data migrations, development in Workday Extend and support (AMS/AD)
– Support Workday HCM (Benefits, Recruiting, Absence, Payroll)/ Workday Extend based on project scope, business requirements and related integrations and REST API’s
– Maintain and enhance existing solutions in Workday Extend including impact due to release management
– Demo and prototype leading solutions to stakeholders including new customers
– Workday reporting and BIRT, HCM, EIB
– Workday Administration / System support, Optimization (maintenance, business process, security)
– Provide daily, weekly, monthly and quarterly security access reports
– Work on Workday ticketing queue to ensure tickets are addressed in a timely manner with excellent customer service attitude.
• Support for Workday major releases, identifying impact and enhancement opportunities associated with new release.
• Testing – Both manual testing and using Kainos/other automated testing
– Provide technical guidance to junior team members and existing engagements.
Must have Competencies – Atleast 8+ years experience in Cloud SaaS implementations and application development
– 5+ years of overall experience in Workday integrations
– 3+ years of Workday Extend experience including PMD Scripting, Orchestration, core HCM module and Security
– Experience in JSON, XML, SQL, JavaScript, and other application development experience
– Advanced knowledge of Workday report writing, specifically Matrix and Composite reports
– Knowledge in App Components Create and maintain Business Objects Design and implement a Business Process Build and Execute an Orchestration Design and use reports using RaaS and WQL
