Service Desk Agent

Tata Consultancy Services; Chennai District; On-site; INR 350,000 - 550,000; Full time

Job summary

Tata Consultancy Services in Chennai is seeking a Service Desk professional with 3-6 years of experience to handle end-user inquiries and incidents.

You will log requests in the service desk system, resolve routine incidents, and escalate complex issues to specialists while ensuring clear communication with users throughout the ticket lifecycle.

The role requires documenting all interactions, following up on outstanding issues, and maintaining service quality in a fast-paced environment.

Qualifications

• 3–6 years of service desk experience.
• Location: Chennai.
• Respond to inbound calls and electronic requests from end-users.
• Document all support calls in service desk tracking software.
• Resolve technical trouble tickets at the service desk before escalation.
• Analyze and resolve application software or hardware incidents for end-users.
• Log and track incidents from identification to resolution.
• Follow up on complex incidents to ensure resolution and clear customer communication.

Responsibilities

• Answers and responds to inbound calls or electronic requests from end-users regarding products
• Creates and documents all support calls from the user community into the service desk tracking software
• Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support
• Analyses and resolves all application software or hardware incidents and requests from end-users
• Ensures to log and tracks incidents and requests from identification through resolution stages
• Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete

Skills

Inbound call handling

End-user support

Troubleshooting

Incident logging

Tools

Service desk software

Job description

Role: Service desk

keywords: Service desk

Desired Experience Range 3 - 6 years

Location of Requirement Chennai

Responsibility Expectations from the role

Answers and responds to inbound calls or electronic requests from end-users regarding products

Creates and documents all support calls from the user community into the service desk tracking software

Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support

Analyses and resolves all application software or hardware incidents and requests from end-users

Ensures to log and tracks incidents and requests from identification through resolution stages

Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete