Service Desk Agent

Role Overview The Service Desk Agent serves as the first point of contact for end-users, responsible for logging, categorizing, and resolving IT-related incidents and service requests. This role requires strong communication skills, technical troubleshooting ability, and a customer-centric approach to support enterprise clients effectively. Key Responsibilities - Handle incoming calls, emails, and chat requests from users and log incidents and service requests accurately in the ticketing system - Provide first-level troubleshooting for hardware, software, and network issues and escalate unresolved issues to appropriate support teams - Follow up on open tickets to ensure timely resolution and maintain knowledge base articles and update documentation - Ensure compliance with SLAs and ITIL processes and communicate effectively with users regarding status and resolution Required Qualifications - 4 to 6 years of experience with ITSM tools such as ServiceNow and basic knowledge of Windows OS, MS Office, and common enterprise applications - Strong communication and customer service skills with ability to work in shifts and handle high-volume requests - Problem-solving and analytical skills with familiarity with ITIL concepts including Incident, Request, and Escalation processes - Understanding of thresholds, KPIs, alert interpretation, and ability to generate reports and maintain accurate incident documentation Why Join Us Join Tata Consultancy Services, a global leader in IT services and consulting, where you will develop expertise in enterprise IT support and gain exposure to international processes and best practices. This full-time permanent role offers career growth opportunities in IT infrastructure services with access to continuous learning and professional development.

- 4 to 6 years of experience in service desk or IT support roles - ServiceNow or similar ITSM tool expertise - Windows OS and MS Office proficiency - ITIL certification or familiarity with ITIL concepts - Strong communication and customer service skills - Ability to work in rotational shifts - High-volume request handling capability - Problem-solving and analytical skills - Knowledge of incident management and escalation procedures - Report generation and documentation abilities

- Full-time permanent employment - Competitive salary based on experience - Professional development and training opportunities - Exposure to international processes - Career growth in IT infrastructure services