Service Desk Agent

Role Overview We are hiring Service Desk Agents to join our IT Support team at TCS. As a Service Desk Agent, you will be the first point of contact for IT support, handling incidents and service requests from global customers. You will categorize issues, provide L1 troubleshooting support, and escalate complex problems to higher levels of support while maintaining service quality and customer satisfaction. Key Responsibilities - Categorize and record reported IT queries and provide timely solutions to service users and customers - Act as the primary point of contact to support service users and customers across the globe - Monitor and track IT incidents from initial reporting through complete resolution - Escalate unresolved or complex problems to higher level support teams when necessary - Provide online security advice and support to users on a 24x7 rotational shift basis - Resolve IT incidents through workarounds or implement permanent fixes as appropriate - Maintain and update assigned incident reports and documentation accurately - Communicate effectively with senior management and executives regarding incident status and resolutions Required Qualifications - Prior Service Desk experience with strong ITSM tool knowledge - Strong understanding of ITIL framework and L1 troubleshooting skills - Excellent communication skills to handle global customers effectively - Strong technical knowledge of information technology systems and infrastructure - Knowledge of MS Office and O365 applications - Basic understanding of network components and Active Directory - Practical knowledge of ITSM tools such as Ivanti Service Manager - Knowledge of SCCM and incident response frameworks - Any graduate or postgraduate degree Why Join Us Join Tata Consultancy Services, a global IT leader, and advance your career in IT support and infrastructure management. We offer opportunities to work with cutting-edge technologies, support diverse global clients, and develop your skills in a dynamic and professional environment.

- Prior Service Desk experience - ITSM tool knowledge - ITIL framework understanding - L1 troubleshooting skills - Strong communication skills for global customer support - Technical knowledge of IT systems and infrastructure - MS Office and O365 knowledge - Basic Network components understanding - Knowledge of Ivanti Service Manager - Active Directory knowledge - SCCM knowledge - Incident response framework understanding - Data privacy and compliance knowledge - Ability to work under pressure - Any graduate or postgraduate qualification