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This job expired on 24/08/2026. It no longer accepts applications.
Service Desk SME / Shift Lead – Walk-in Drive (Hyderabad)
Tata Consultancy Services · Hyderabad
Job description
About the role
This position is for a Service Desk Subject‑Matter Expert who will also act as Shift Lead for a 24x7/365 support operation in Hyderabad. The role is based on‑site and involves direct interaction with the support team and clients to ensure high‑quality service delivery.
Key responsibilities
- Provide floor support for a continuous 24x7/365 operation.
- Conduct call audits and review supervisor calls.
- Manage team performance, including coaching and performance tracking.
- Review and maintain knowledge‑base (KB) articles.
- Drive shift‑left, First Call Resolution (FCR) and First Level Resolution (FLR) improvements.
- Contribute to Continual Service Improvement by identifying automation and contact‑reduction opportunities.
Required profile
- 5‑7 years of experience in service‑desk or similar IT support roles.
- Ability to thrive in a demanding, fast‑paced environment with occasional after‑hours or weekend work.
- Willingness to extend support during week‑off periods as business needs dictate.
Required skills
- Service Desk subject‑matter expertise.
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Tata Consultancy Services
Hyderabad