Service Desk Agent (1-6 YEARS)

Tata Consultancy Services; Bengaluru; On-site; INR 420,000 - 620,000; Full time

Job summary

Tata Consultancy Services is seeking an L1 IT support professional in Bengaluru to deliver multilingual assistance across voice, chat, email, portal and virtual assistant channels. You will log, categorize and resolve incidents in ServiceNow, ensuring thorough troubleshooting notes and closure confirmation.

Experience with SharePoint Administration and Windows 10/11, Microsoft 365, Outlook, Teams, VPN, and printer issues is required to provide timely remote support and first-level resolutions.

Qualifications

• Experience providing L1 IT support across voice, chat, email, portal and virtual assistant channels.
• Ability to log, categorize, prioritize, and resolve incidents in ServiceNow with proper closure notes.

Responsibilities

• Provide multilingual L1 support via voice, chat, email, portal and virtual assistant hand-off channels.
• Log, categorize, prioritize and resolve incidents in ServiceNow with clear notes and closure.
• Triage Windows 10/11, Microsoft 365, Outlook, Teams, AD/Entra ID, VPN and printer issues.
• Promote first-level resolution through remote support, guided diagnostics and self-heal actions.
• Maintain ticket ownership and provide timely updates throughout the lifecycle.

Skills

L1 support

Incident management

Remote support

ServiceNow

Communication

Tools

SharePoint Administration

Active Directory / Entra ID

Microsoft 365

Outlook

Teams

VPN

Printer support

Windows 10/11

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 elevate 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.