Level 2 - Service Desk Analyst

Join Tata Consultancy Services, Asia Pacific and be part of an organization committed to sustainable development for our future. TCS follows the Tata group philosophy of building sustainable businesses that are rooted in the community and demonstrate care for the environment. Our unique values position us to combine a purpose-driven worldview with digital innovation, collaborating with customers, communities and governments to lead and shape innovative solutions for a sustainable future. TCS has been carbon neutral in its operations across 11 countries, 12 delivery centers and 18 offices in Asia Pacific since 2022.

This is only the initial stage in TCS’ journey as we strive to achieve long-term net zero emissions by 2030. Corporate sustainability is embedded in our triple-bottom-line, focusing on people, the planet, and our purpose. Our offices are designed with eco-friendly features that significantly reduce our carbon footprint and enhance energy efficiency. We actively champion green initiatives, such as promoting paperless operations, implementing energy-efficient practices, and fostering employee engagement in sustainability efforts. When you become part of the TCS family, you will play an essential role dedicated to innovation, excellence, and crafting a brighter, greener future together.

Join us and be a part of our mission to drive sustainability through technology and talent at Tata Consultancy Services, APAC today. ResponsibilitiesProvide second-level support of incoming incidents and requests via various channels to ensure courteous, timely, and effective resolution of issues for end-users. Adhere to the Standard Operating Procedures and best practices set within Service Operations and ETS. Provide in-person support in Head Office locations, including assisting to facilitate hardware requests and ensuring procedures are executed to keep asset management tools up to date. Diagnose and troubleshoot hardware and software issues.

Assist with the maintenance and administration of IT systems. Use remote tools and diagnostic utilities to aid in troubleshooting. Prioritize incidents and service requests according to defined criteria and follow processes to ensure customer needs are met. Escalate incidents and requests to the next level of support with comprehensive work notes and troubleshooting steps performed. Identify trends and contribute to finding solutions for problems or challenging issues. Assist in managing major incidents with a focus on end user communicationsBuild and maintain advanced skillset/knowledge in troubleshooting, infrastructure, and application suite. Receive and document knowledge/solutions from Level 3.

Author, edit and review knowledge base articles following the KCS methodology for ETS team members and end usersPromote knowledge sharing, including training for Level 1 employees and cross-training peers. Identify opportunities to automate processes or shift to the Level 1 team. Research solutions through internal and external knowledgebase as needed. Identify and learn appropriate software and hardware used and supported by the organization. Build rapport and elicit problem details from service desk customers. Drive best practices and encourage end users to utilize the tools and processes we have in placeProvide suggestions for continual improvement.

Participate in on-call rotation and after-hours support as needed HierarchyExperienceMinimum 2 years experience working in an onsite or desktop support role or similar preferredSpecific understanding of Hardware and PC Support and the Standard Operating Environment (SOE). Highly effective skills in communication and customer service with the ability to network and maintain relationships with other support teamsTravel Industry experience would be desirablePersonal AttributesHas sufficient communication skills for effective dialogue with customers, suppliers, and partners. Ability to present ideas in business-friendly and user-friendly language. Is able to work in a team.

Is able to plan, schedule and monitor own work within short time horizons. Demonstrates a rational and organized approach to work. Understands and uses appropriate methods, tools, and applications. Identifies and negotiates own development opportunities. Is fully aware of and complies with essential organizational security practices expected of the individual. Highly self-motivated and directed, with keen attention to detail. Able to prioritize and execute tasks in a high-pressure environmentExperience working in a team-oriented, collaborative environment