Service Desk Agent

Tata Consultancy Services Limited; Chennai; On-site; INR 350,000 - 480,000; Full time

Job summary

Tata Consultancy Services Limited is seeking an L1 support professional in Chennai to provide multilingual, first-line IT support across voice, chat, email, portal, and virtual-assistant channels. The role includes logging and resolving incidents in ServiceNow, troubleshooting a range of Microsoft products, and promoting self-service knowledge adoption.

SharePoint Administration is mandatory, with emphasis on quick, accurate problem resolution and clear diagnostic evidence throughout the ticket

Qualifications

• SharePoint Administration experience is mandatory.
• L1 support experience in multilingual environments.
• Experience using ServiceNow is preferred.

Responsibilities

• Provide professional, multilingual-friendly L1 support through voice, chat, email, portal and virtual-assistant hand-off channels, delivering a consistent and contextual user experience.
• Log, categorize, prioritize and resolve incidents and service requests accurately in ServiceNow, ensuring complete troubleshooting notes, user impact, evidence and closure confirmation.
• Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, Active Directory / Entra ID, VPN, connectivity, endpoint, accesses, printer and common business-application issues.
• Drive first-level resolution through remote support, guided diagnostics, approved self-heal actions and one-click fixes before escalating to resolver groups.
• Maintain ownership throughout the ticket lifecycle, provide timely user updates, avoid unnecessary reassignments and escalate with clear diagnostics and supporting evidence.
• Recognize major-incident symptoms, VIP/high-impact scenarios and recurring patterns, and promptly engage the escalation desk or designated support teams.
• Promote self-service, virtual assistant and knowledge adoption while capturing user feedback and knowledge gaps for continuous improvement.
• Participate in KT, coaching, calibration, assessments, transition activities, hyper care and continuous service-improvement initiatives.

Tools

SharePoint Administration

Windows 10/11

Microsoft 365

Outlook

Teams

Active Directory / Entra ID

VPN

Connectivity

Endpoint

Printer issues

Business applications issues

Job description

Role & responsibilities

Provide professional, multilingual-friendly L1 support through voice, chat, email, portal and virtual-assistant hand-off channels, delivering a consistent and contextual user experience.

Log, categorize, prioritize and resolve incidents and service requests accurately in ServiceNow, ensuring complete troubleshooting notes, user impact, evidence and closure confirmation.

SharePoint Administration experience is mandatory.

Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, Active Directory / Entra ID, VPN, connectivity, endpoint, accesses, printer and common business-application issues.

Drive first-level resolution through remote support, guided diagnostics, approved self-heal actions and one-click fixes before escalating to resolver groups.

Maintain ownership throughout the ticket lifecycle, provide timely user updates, avoid unnecessary reassignments and **escalate** with clear diagnostics and supporting evidence.

Recognize major-incident symptoms, VIP/high-impact scenarios and recurring patterns, and promptly engage the escalation desk or designated support teams

Promote self-service, virtual assistant and knowledge adoption while capturing user feedback and knowledge gaps for continuous improvement.

Participate in KT, coaching, calibration, assessments, transition activities, hyper care and continuous service-improvement initiatives.

Preferred candidate profile