TCS IS HIRING FOR Service Desk lead

Location- GurgaonEXP-4 - 8 YrsSkill-Service Desk leadResponsibilitiesCustomer Service Excellence Act as the escalation point for complex or unresolved customer issues.Ensure high levels of customer satisfaction through proactive communication and follow-up.Promote a customer-first culture within the team.Process Improvement Identify gaps in service delivery and recommend improvements.Collaborate with other IT teams to streamline support processes.Implement best practices for incident, request, and problem management.Reporting & Analysis Generate and analyze service desk performance reports.Track trends and recurring issues to inform training and system improvements.Required Technical Skill Set: Strong understanding of computer hardware, software, and networking.Expertise in Office 365, printer/scanner troubleshooting.Familiarity with ITSM tools (e.g., ServiceNow, Remedy).Basic scripting or automation knowledge is a plus.Must-Have: 5+ years of experience in IT support, with at least 2 years in a lead or supervisory role.Excellent communication and interpersonal skills.Strong problem-solving and decision-making abilities.Good-to-Have: ITIL Foundation certification.Experience in managing remote or hybrid teams.