Service Desk Analyst Tata Consultancy Services
06.2021 - Current
Manage high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
Acts as a single point of contact for users with IT queries.
Conducts weekly meetings with Local IT colleagues to keep updated the knowledge base.
New joiner training/shadowing
Contributes to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
Reduces ticket resolution times with thorough troubleshooting and effective communication skills.
Supportes a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
Maintain detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
Escalate critical incidents appropriately while maintaining clear communication throughout resolution process.
Enhance customer satisfaction by providing timely, accurate, and empathetic support.
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