Service Desk Analyst 3

Tata Consultancy Services Limited; Hyderabad, Bengaluru; Sur place; INR 900 000 - 1 500 000; Plein temps

Résumé du poste

Tata Consultancy Services Limited is seeking a seasoned Service Desk/IT Support professional in Hyderabad. You will act as the primary contact for IT incidents, perform L1 troubleshooting, and manage tickets in ServiceNow.

You will leverage expertise in Windows OS, Microsoft 365, and Active Directory to resolve issues, while applying ITIL practices and collaborating with L2/L3 teams to ensure SLA compliance and continuous service improvement.

Qualifications

• 8-10 years of Service Desk / IT Support experience.
• Experience with ServiceNow ITSM tool.
• Knowledge of Windows OS, and Microsoft 365 applications.
• Experience in Active Directory and account management.
• Understanding of ITIL processes; ITIL certification preferred.

Responsabilités

• Act as the primary contact for IT incidents and requests.
• Perform L1 troubleshooting and resolve user issues.
• Log, track, and manage tickets in ServiceNow.
• Escalate issues to L2/L3 teams when required.
• Monitor queues, dashboards, and SLA compliance.
• Drive continuous service improvement initiatives.

Connaissances

Service Desk

IT Support

Windows OS

Microsoft 365

Active Directory

ITIL processes

Customer communication

Problem solving

Formation

ITIL certification

Outils

ServiceNow ITSM

Description du poste

Role & responsibilities

• 8-10 years of Service Desk / IT Support experience.
• Experience with ServiceNow ITSM tool.
• Knowledge of Windows OS, and Microsoft 365 applications.
• Experience in Active Directory and account management.
• Understanding of ITIL processes; ITIL certification preferred.
• Strong communication, customer service, and problem-solving skills.
• Flexibility to work in a 24x7 support environment in rotational shifts.
• Act as the primary contact for IT incidents and requests.
• Perform L1 troubleshooting and resolve user issues.
• Log, track, and manage tickets in ServiceNow.
• Escalate issues to L2/L3 teams when required.
• Support software, hardware, and access requests.
• Monitor queues, dashboards, and SLA compliance.
• Maintain knowledge articles and documentation.
• Drive continuous service improvement initiatives.
• Monitor alerts, perform initial troubleshooting, and coordinate with L2/L3 teams for resolution.