Service Desk Associate

Tata Consultancy Services; Kolkata District; On-site; INR 350,000 - 520,000; Full time

Job summary

Tata Consultancy Services is seeking an experienced IT Help Desk/Desktop Support professional to join our India-based team. The role requires 3+ years of service desk experience, remote troubleshooting, and strong English communication for global clients in US and Europe.

You will handle incidents via ITSM tickets, manage Active Directory tasks, assist with Outlook/Office 365, and provide 24/7 support across shifts and weekends to ensure high customer satisfaction.

Qualifications

• 3+ years of IT Service Desk experience.
• Proficient English communication for calls with US/Europe customers.
• Remote support for desktop infrastructure requests/incidents.
• Experience with ITSM ticketing, tracking and closure.
• Incident management including major incident handling.
• Active Directory knowledge: user IDs, password resets.
• Exposure to remote connection tools.
• Desktop troubleshooting for hardware and software.
• Strong Windows (7) and Office 365/Outlook experience.
• Aim to improve user experience and support quality.
• Willingness to work in shifts/weekends and ensure customer satisfaction.
• Experience installing approved software remotely.

Responsibilities

• Provide remote support to desktop infrastructure issues.
• Handle ITSM tickets from opening to closure.
• Manage incidents including communications with business.
• Assist in Active Directory user creation and password resets.
• Troubleshoot Windows/Office 365 and Outlook in network.
• Support customers across US and Europe on a 24x7 basis.
• Suggest improvements to enhance end-user experience.

Skills

IT Service Desk

Remote desktop support

English communication

Incident management

Active Directory

Outlook troubleshooting

Office 365

Customer service

Shift work / weekends

Remote support tooling

Tools

ITSM ticketing tool

Remote connection tool

Windows OS knowledge

Job description

TCS Hiring!!!

Role & responsibilities

• At least 3 years of previous IT Service Desk experience
• Proficient in English communication and should have experience is taking calls to support 24*7 basis to customers located in US, Europe.
• Responsible to provide remote support to all desktop infrastructure relates requests or incidents for users remotely
• Work experience in ITSM ticketing tool, tracking and closure
• Incident Management experience Managing incidents including business expectations and communication, should have experience in Major Incident Call handling
• Should have knowledge on Active Directory, should be able to manage ID creation, ID management, Password reset
• Exposure in remote connecting tool
• Basic Desktop Troubleshooting Experience on Hardware and Software
• Strong knowledge of Microsoft based operating systems (Windows 7)
• Microsoft based Office 365 applications
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
• Look out for areas of improvement to help enhance user experience from desktop support perspective.
• Should be flexible to work in any shifts/Weekends
• Knowledge on Customer satisfaction and handing customer experience
• Should have experience in installing approved software remotely

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role