Service Desk Agent - Tool 2

Tata Consultancy Services Limited; Bengaluru; Sur place; INR 300 000 - 420 000; Plein temps

Résumé du poste

Tata Consultancy Services in Chennai is hiring a Service Desk Agent to provide L1 support across voice, chat, email, portal and virtual assistants, ensuring a consistent user experience. The role handles incidents in ServiceNow, logs details, prioritizes requests and guides users through first-level resolution with remote diagnostics and one-click fixes.

You will troubleshoot Windows 10/11, M365, Outlook/Teams, Active Directory, VPN, connectivity, printers and common business apps, and

Qualifications

• 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, access, 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 escalates 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, hypercare and continuous service-improvement initiatives.

Responsabilités

• 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, access, 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 escalates 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, hypercare and continuous service-improvement initiatives.

Connaissances

L1 support

Remote support

Escalation handling

Troubleshooting

Outils

Active Directory

M365

Windows 11

Windows 10

ServiceNow

VPN

Description du poste

TCS HIRING

Weekend virtual drive 17-Oct-26

Service Desk Agent - Tool 2

2 - 5 years

Bangalore, chennai

NP max 45 days

Mandatory keywords-Service desk agent, active directory, M365, windows 11

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, access, 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 escalates 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, hypercare and continuous service-improvement initiatives.