IT Service Desk Analyst

Role Overview Tata Consultancy Services is looking for an experienced IT Service Desk Analyst to join their IT Infrastructure Services team across Pune and Bengaluru. The selected candidate will serve as the single point of contact for the global service desk, handling technical support requests across multiple channels while maintaining high standards of service delivery. This is a full-time permanent role requiring strong communication skills and a solid understanding of IT infrastructure in a 24x7 shift environment. Key Responsibilities - Act as the primary point of contact for the Customer Global Service Desk, managing support requests received via phone, email, chat, and web - Diagnose and resolve technical hardware and software issues remotely using standard help desk procedures, and escalate complex cases to higher-level IT support specialists with complete issue documentation - Log all help desk interactions, maintain support tracking systems, document issue severity, and prepare periodic activity reports for management review - Create and update Knowledge Base Articles (KBA) and Standard Operating Procedures (SOP) to ensure accurate and current technical documentation - Assist in resolving network-related issues including Local Area Network and Wide Area Network problems, and redirect unresolved issues to the appropriate resource - Train end users on software and hardware as needed, and help update training manuals whenever systems are revised or upgraded - Monitor recurring problems and proactively inform management to enable timely resolution and process improvement Required Qualifications - Minimum 3 years of hands-on experience in IT Service Desk operations - Strong verbal and written fluency in English with the ability to communicate effectively in a business environment - Sound understanding of IT infrastructure concepts and support practices - Good organisational and managerial skills with the ability to work across any shift in a 24x7 setup - Any graduate degree from a recognised institution Why Join Us Tata Consultancy Services is one of India's most respected global IT organisations, offering excellent career growth opportunities and exposure to enterprise-scale service desk operations. Joining this team means working in a structured, process-driven environment where your skills in IT support and communication will be put to meaningful use.

- Minimum 3 years of experience in IT Service Desk operations - Fluency in English across reading, writing, and speaking - Strong understanding of IT infrastructure and support workflows - Ability to work in any shift as part of a 24x7 support model - Proficiency in documenting issues, maintaining KBAs and SOPs - Good managerial and business communication skills - ITIL knowledge preferred - Any graduate degree

- Permanent full-time employment with a globally recognised IT organisation - Exposure to enterprise-level global service desk operations - Opportunities for professional development and career advancement