Tata Consultancy Services

MAIN DUTIES/RESPONSIBILITIES:

• Ensuring user queries or issues are captured, validated, and triaged for further processing.
• Ensuring that various types of information are communicated to users through the appropriate channels.
• Acting as a first point of contact for users and customers and advising users on an appropriate course of action
• Identifying and diagnosing issues and problems
• Categorizing and recording reported queries
• Working with various stakeholders to coordinate and execute the tasks efficiently
• Maintaining end to end ownership of Incidents
• Delivering customer service through multiple channels including human, digital, self-service, and automated.
• Working with various stakeholders to coordinate and execute the tasks efficiently
• Escalating unresolved problems to a higher level of support, if needed.
• Proactively monitoring system performance, resource utilization, and health metrics.
• Identifying and resolving issues promptly to ensure system availability and reliability
• Triaging with Techbar and L2 support to troubleshoot and resolve user issues
• Well-developed inter-personal skills and proven ability to work alone and as a team with minimal supervision
• Working experience in installation, maintenance and support of IT equipment ,including
• Desktop computers, laptops, tablets , phones , scanners and printers

Experience in Mac OS and iOS