Service Desk Associate

Tata Consultancy Services Limited; Dadri; On-site; INR 300,000 - 450,000; Full time

Job summary

Tata Consultancy Services Limited is seeking a Level 1 Support Specialist to provide phone/chat/email assistance and act as the single point of contact for user requests. You will resolve issues on first call or route to the appropriate support group, manage incidents and changes in ServiceNow, and ensure SLA adherence.

The role requires strong communication, familiarity with ITIL processes, Active Directory and Office365, and is 100% work from office in an IT helpdesk environment.

Qualifications

• Experience in a Service Desk environment with ITIL knowledge.
• Hands-on knowledge of ServiceNow and ITSM processes.
• Ability to handle multiple user requests and maintain quality.

Responsibilities

• Provide Level 1 support via Phone/Chat/Email.
• Act as SPOC for user requests and resolve on first call or route appropriately.
• End-to-end ownership of calls and tickets; ensure timely closure.
• Monitor incident/problem status and escalation per SLA.
• Maintain call prioritization guidelines and escalation procedures.
• Document system status, known major incidents and recovery time.
• Utilize ServiceNow Queue Management for incidents, requests, problems & changes.
• Ensure specified SLAs are met per customer agreement.
• Maintain call quality and customer satisfaction; escalate concerns when needed.
• Follow quality parameters per protocol; comfortable with 24x7 shifts.
• Excellent communication skills; 100% Work from Office.

Skills

Service Desk

ITIL

Communication

Problem Solving

Tools

ServiceNow

Active Directory

Office365

Windows Troubleshooting

Job description

• Provide Level 1 support for all in scope of service via Phone/Chat/Email.
• Act as a single point of contact (SPOC) for all user requests, and resolve issues on first call, or route to the appropriate resolving support group.
• Perform active case management and be accountable for end-to-end delivery of requests that originate with them and is responsible for ensuring resolution is driven by all downstream support groups.
• Monitor Incident or Problem status to facilitate Incident/Problem closure within defined service level standards or rescue in accordance with the escalation management process.
• Develop, establish and maintain call prioritization guidelines and escalation procedures.
• Provide a system’s status recording with status information such as known Major Incidents and estimated recovery time.
• ServiceNow Queue Management - Incident, Service Request, Problem & Change.
• Ensure all the specified SLAs are met in accordance with the customer agreement.
• Maintain and drive the call quality keeping customer satisfaction as priority.
• Escalate customer concerns on a timely basis and follow up to closure.
• Take end to end ownership of call and ticket to ensure timely closure and resolution.
• Follow the quality parameters as specified by the quality protocol and process to be followed.
• Comfortable with a 24x7 shift schedule.
• Good Communication Skills
• 100% Work from Office

Key responsibilities:

• Knowledge Service Desk environment
• Knowledge of ITSM Tool Service Now
• Knowledge of ITIL Processes
• Active Directory, ServiceNow, Office365, Windows Troubleshooting Skills