Service Desk Agent

Tata Consultancy Services; Ahmedabad District; On-site; INR 300,000 - 450,000; Full time

Job summary

A leading IT service provider in Ahmedabad, Gujarat, seeks a Service Desk Agent to provide first-level support via calls, chats, and web tickets. The ideal candidate will develop relationships with clients, ensuring their satisfaction and effectively handling incidents from start to finish. Responsibilities include technical assistance, coordination of incident resolution, and working in shifts. This full-time role is essential for delivering a high-quality user experience.

Qualifications

• Providing first-level support through calls, chats, and web tickets.
• Coordinating incident resolution to ensure timely handling.
• Demonstrating technical understanding of products and services.
• Taking ownership of incidents from start to resolution.
• Escalating issues as required for faster problem solving.

Responsibilities

• Provide technical assistance to clients and partners.
• Develop and maintain positive relationships with clients.
• Ensure best user experience by demonstrating core values.
• Resolve issues in a timely manner and escalate when necessary.
• Ready to work in shifts.

Job description

Role Descriptions

Expectations from the role.

• The primary Service Desk Agent role is that of providing first‑level support through calls, chats, web tickets and handling the resulting incidents or Service Requests, using the incident and request fulfillment process in line with the Service Desk objectives.
• Provide technical assistance and support for clients and partners via call, chat and web.
• Co‑ordinate incident resolution to ensure all problems are handled appropriately and in a timely manner.
• Demonstrate technical understanding of the products and services in our support catalog.
• Develop and maintain positive relationships with clients, always focusing on their satisfaction.
• Take ownership and accountability of an incident from start through to a successful resolution, following up where needed and communicating to the client.
• Escalate issues and involve a ESS or Team Leader whenever required to solve problems as quickly as possible.
• Maintain and consistently demonstrate the core values of client centricity along with knowledge of bank processes and practices to ensure the best user experience.
• Resolve issues to the best of your ability in a timely manner and know when to escalates, especially during high call volume periods.
• Ready to work in shifts.

Seniority Level

• Not Applicable

Employment Type

• Full‑time

Job Function

• Administrative
• Industries: IT Services and IT Consulting

Location: Ahmedabad, Gujarat, India