Service Desk Agent - Tool 1

Tata Consultancy Services; Chennai District, Bengaluru; On-site; INR 420,000 - 660,000; Full time

Job summary

Tata Consultancy Services is seeking an L1 support engineer to provide multilingual assistance across voice, chat, email, portal, and virtual-assistant hand-offs. You will log, categorize and resolve incidents in ServiceNow with complete notes and evidence, troubleshooting Windows, M365, Outlook, Teams, AD/Entra ID, VPN and more.

Focus is on first-level resolution via remote support, maintaining ownership through ticket lifecycles, and escalating with clear diagnostics when needed, while

Qualifications

• Provide L1 support via voice, chat, email and portals.
• Log, categorize and resolve incidents in ServiceNow with notes.
• Troubleshoot Windows 10/11, M365, Outlook, Teams and AD/Entra ID.
• Own ticket lifecycle and provide timely user updates.
• Promote self-service and knowledge adoption.

Responsibilities

• Deliver multilingual L1 support across channels with context.
• Log incidents and requests, prioritize and document evidence.
• Troubleshoot Windows, M365, Outlook, Teams, AD/Entra ID, VPN.
• Provide remote-first resolution and guided fixes before escalation.
• Maintain ownership and provide clear diagnostics and updates.
• Recognize major incidents and engage escalation promptly.
• Foster self-service, knowledge capture and feedback.
• Participate in KT, coaching and continuous improvement.

Skills

L1 support

Multilingual support

Communication skills

Tools

SharePoint Administration

Active Directory / Entra ID

Windows 10/11

Microsoft 365

Outlook

Teams

VPN

Printer management

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, co promptly engage the escalation desk or designated support teams

Promote self-service, virtual assistant and knowledge adoption while capturing user feedback and knowledge gaps

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