Service Desk Agent

Tata Consultancy Services Limited; Bengaluru; On-site; INR 300,000 - 540,000; Full time

Job summary

Tata Consultancy Services Limited is seeking a Service Desk Agent in Bengaluru with 2–4 years of IT Service Desk and End User Support experience. The role requires hands-on experience with Nexthink, ServiceNow, Microsoft 365, Windows 10/11, and Active Directory.

You will provide L1 support across voice, chat, email, and ticketing channels, log and resolve incidents in ServiceNow, and troubleshoot a range of endpoint issues.

Qualifications

• L1 IT helpdesk/support experience required.
• Hands-on in end-user IT support and ticketing.
• Experience with key tools and remote support processes.

Responsibilities

• Provide L1 support via voice, chat, email, and ticketing channels.
• Log, track, and resolve incidents in ServiceNow.
• Troubleshoot Windows 10/11, M365, Outlook, Teams, VPN, AD issues.
• Monitor endpoint health with Nexthink and identify user device issues.
• Deliver remote support and ensure timely ticket resolution within SLA.
• Escalate unresolved issues with proper troubleshooting details.
• Maintain high customer satisfaction and ownership throughout ticket lifecycle.

Skills

L1 support

End user support

Rotational shifts

Global users experience

Tools

Nexthink

ServiceNow

Microsoft 365

Active Directory

Entra ID

Windows 10/11

VPN Support

Incident & Ticket Management

Remote Troubleshooting

Voice Support

Job description

We are looking for a Service Desk Agent with 2-4 years of experience in IT Service Desk and End User Support. The ideal candidate should have hands-on experience in Nexthink, ServiceNow, Microsoft 365, Windows 10/11, and Active Directory.

Key Responsibilities:

• Provide L1 support through voice, chat, email, and ticketing channels.
• Log, track, and resolve incidents and service requests using ServiceNow.
• Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, VPN, and Active Directory issues.
• Monitor endpoint health using Nexthink and proactively identify user device issues.
• Deliver remote support and ensure timely ticket resolution within SLA.
• Escalate unresolved issues with proper troubleshooting details.
• Maintain high customer satisfaction and ownership throughout the ticket lifecycle.

Mandatory Skills:

• Service Desk Support
• Nexthink
• ServiceNow
• Microsoft 365
• Active Directory / Entra ID
• Windows 10/11
• VPN Support
• Incident & Ticket Management
• Remote Troubleshooting
• Voice Support

Preferred:

• Experience supporting global users.
• Willingness to work in rotational shifts.