IT IS_Service Desk

Tata Consultancy Services; Dadri, New Delhi, Gurugram District; On-site; INR 300,000 - 500,000; Full time

Job summary

Tata Consultancy Services is seeking a Service Desk Associate (L1) in India to provide first-line IT support via voice, chat, email, and self-service channels. You will log, classify, diagnose, and resolve incidents, while following KBAs and SOPs to ensure timely resolutions and strong customer satisfaction.

You will document thoroughly in ServiceNow and escalate complex issues to L1.5/L2. The role requires shift participation and support for 24x7 operations.

Qualifications

• Experience in IT helpdesk/support environments.
• Proficient with ticketing systems and basic remote troubleshooting.
• Excellent communication and customer service orientation.
• Willingness to work in 24x7 shift patterns and meet SLA targets.

Responsibilities

• Provide Level 1 IT support via voice and chat channels.
• Log, categorize, prioritize, and assign incidents and service requests.
• Perform initial diagnosis and basic troubleshooting per procedures.
• Resolve common issues at first contact where possible.
• Escalate unresolved incidents to L1.5/L2 teams as needed.
• Follow KBAs, SOPs, and work instructions.
• Maintain ticket documentation in ServiceNow.
• Communicate ticket progress and resolution to end users.
• Meet SLA, productivity, quality, and customer satisfaction targets.
• Assist in shift handovers and support 24x7 operations.

Job description

Role & responsibilities

The Service Desk Associate (L1) provides first-line IT support to end users through voice, chat, email, and self-service channels. The role focuses on incident logging, service request fulfillment, basic troubleshooting, First Contact Resolution (FCR), and delivering a positive customer experience while meeting SLA commitments.

Key Responsibilities

• Provide Level 1 support through voice and chat channels.
• Log, categorize, prioritize, and assign incidents and service requests.
• Perform initial diagnosis and troubleshooting following standard procedures.
• Resolve common issues at first contact whenever possible.
• Escalate unresolved incidents to L1.5/L2 support teams as required.
• Follow Knowledge Base Articles (KBAs), SOPs, and work instructions.
• Maintain accurate and detailed ticket documentation in ServiceNow.
• Communicate effectively with end users regarding ticket progress and resolution.
• Meet SLA, productivity, quality, and customer satisfaction targets.
• Participate in shift handovers and support 24x7 operations.

Technical Skills

• ServiceNow ITSM or similar ticketing tool.
• Genesys or equivalent voice/chat platform.
• Windows 10/11 operating systems.
• Microsoft Office 365 applications (Outlook, Teams, Word, Excel, PowerPoint).
• Password reset and account unlock procedures.
• VPN connectivity support.
• Printer and peripheral troubleshooting.
• Email and collaboration tool support.
• Basic remote troubleshooting techniques.

Good to Have

• ITIL Foundation certification.
• Experience in an enterprise/global Service Desk environment.
• Knowledge of Active Directory user administration.
• Experience supporting multilingual users.
• Exposure to remote support tools such as BeyondTrust, TeamViewer, Bomgar, or SCCM.
• Understanding of SLA and KPI measurements.