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IT/Computers - Software
| . User Assistance and Guidance: Provide detailed guidance to users on how to troubleshoot common problems, use applications, and access services. . Password Resets and Account Management: Handle routine user requests such as password resets, account unlocks, and profile updates. . Troubleshooting: Employ a systematic approach to troubleshoot issues. This may include checking system logs, replicating user problems, and utilizing diagnostic tools. . Quick Resolution: Aim to resolve issues during the first contact whenever possible, leveraging a knowledge base and predefined troubleshooting guides. . Workarounds: Provide effective workarounds to ensure minimal disruption to user operations when immediate resolution is not feasible . Instruction and Guidance: Offer step-by-step instructions to users for resolving simple issues or for temporary workarounds. . Status Updates: Keep users informed about the status of their issues, especially if there are delays or complications in resolution. . Timely Escalation: Escalate issues that cannot be resolved at the first level to second-level support or other specialized teams in a timely manner. . Monitor /Troubleshoot and escalate the infrastructure alerts . User query/issue handling. Creates and manages knowledge database. Manage Critical/Major Incident Management. Communicating with users. |
Date Posted: 24/11/2024
Job ID: 101369509
Tata Consultancy Services is an Indian multinational information technology services and consulting company with its headquarters in Mumbai. It is a part of the Tata Group and operates in 150 locations across 46 countries. In July 2022, it was reported that TCS had over 600,000 employees worldwide.
