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Service Desk Partner

1 month ago

Milford, Ohio, United States Tata Consultancy Services Full time
Job Description

Tata Consultancy Services (TCS) is a global leader in IT services, consulting, and business solutions, leveraging technology for business transformation and helping catalyze change.

Key Responsibilities:
  • Manage media content through specific workflow-based operations, ensuring timely and accurate delivery.
  • Monitor, reconcile, and quality-assure content to meet high standards.
  • Develop expertise in client tools to make required changes to content, enhancing the customer experience.
  • Effective written and verbal communication with clients and network partners to resolve issues and provide solutions.
  • Triage issues and collaborate with cross-functional teams to escalate, mitigate, or troubleshoot problems.
  • Apply analytical and problem-solving skills to make informed decisions, driving business outcomes.
  • Take end-to-end ownership of issues, tracking and reporting progress to stakeholders.
  • Escalate and communicate issues promptly, working closely with internal teams and vendors/providers to resolve network/video issues.
  • Meet daily volume thresholds, adhering to productivity standards and quality metrics.
Requirements:
  • 3+ years of professional experience in a live operations/time-sensitive environment.
  • Prior experience in a customer-facing role, with excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team, with strong analytical and problem-solving skills.
  • High attention to detail, with the ability to investigate, troubleshoot, and document complex issues.
  • Outstanding customer service skills, with a dedication to providing exceptional customer care.