Service Desk Engineer TCS Philadelphia
Overview
Own ServiceDesk E2 support at TATA Consulting Services in Philadelphia. Lead ticket logging User assistance Escalation SLA adherence Documentation Start with { End with }
What You'll Do11
- 1Build and maintain incident tracking processes using Spark and Airflow
- 2Design and implement automation workflows to improve ticket resolution times
- 3Lead first-level troubleshooting initiatives driving user satisfaction metrics
- 4Develop knowledge base articles to reduce repetitive queries
- 5Collaborate with network teams to resolve connectivity issues
- 6Analyze root causes of recurring incidents and propose preventive measures
- 7Drive continuous improvement through performance monitoring dashboards
- 8Mentor junior analysts through hands-on training sessions
- 9Ensure compliance with all SLAs while maintaining high quality standards
- 10Contribute to documentation updates for technical reference materials
- 11Implement proactive monitoring solutions for critical infrastructure
Requirements11
- 15+ years experience with Windows and MAC environments
- 2Networking expertise including routing switching and security configurations
- 3ITIL certification preferred for service management processes
- 4Spark and Airflow proficiency for data pipeline management
- 55+ years building helpdesk tickets with Linux systems
- 6Certified in Linux administration practices
- 73-5 seasons of professional IT service delivery experience
- 8Proven ability to work in collaborative team settings
- 9Strong analytical skills for diagnosing complex technical problems
- 10Excellent communication abilities for cross-functional collaboration
- 11Commitment to delivering exceptional customer service outcomes
Salary Insight
$50 - $70k per year
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