TCS Hiring for Service Desk QA/SME/SD Lead

Tata Consultancy Services (TCS)TN, IN1d ago

Full-timevia indeed

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Job Description

Perform **QA reviews of Service Requests** to ensure compliance with ITIL processes, SOPs, SLAs, and client policies.
Act as **SME for Service Requests**, providing guidance and resolution support to L1 agents.
Validate **approvals, security adherence, documentation completeness, and audit evidence** within ServiceNow tickets.
Handle **voice interactions** with client users for request clarification, escalations, and process guidance.
Manage and support **L1/L1\.5 Incident handling**, including correct logging, prioritization, and escalation.
Identify recurring quality gaps and **recommend process, SOP, or knowledge article improvements**.
Coach and mentor Service Desk agents based on QA findings and performance observations.
Ensure continuous adherence to **client governance standards, compliance requirements, and service quality benchmarks**.