Service Desk Engineer – 24/7 Shift (Bangalore/Chennai)

About the role

TCS is seeking experienced Service Desk professionals to join its 24/7 support team in Bangalore or Chennai. The role involves handling user incidents and service requests across multiple channels while ensuring timely resolution and proper escalation.

Key responsibilities

• Answer and manage calls, chat, email and web requests from users.
• Validate incident priority based on urgency and business impact.
• Record, track and achieve first‑call resolution for L1 issues.
• Escalate or re‑route tickets to L2/L3 resolver groups as needed.
• Process iPhone orders through Tangoe or Verizon portals for US, London and Cologne locations.
• Reset iOS passcodes via MDM and configure out‑of‑office settings on GRC‑provided smartphones.
• Perform remote troubleshooting of desktops, laptops, operating systems and applications.
• Install/uninstall software, activate new user email accounts and provision iPhone and wireless cards.

Required profile

• 5–7 years of experience in Service Desk or IT support.
• Willingness to work in a 24/7 shift schedule.
• Minimum 15 years of full‑time education with at least 50% aggregate in each level.

Required skills

• iOS device management (MDM).
• Experience with Tangoe and Verizon portals.
• Remote troubleshooting of Windows desktop/laptop environments.
• Software installation and update procedures.
• Email account activation and smartphone provisioning.