Service Desk - Chat Support

Tata Consultancy Services; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

Tata Consultancy Services is seeking a Service Desk - Chat Support professional for our Gurugram location. The role involves handling customer technical issues via chat, with a focus on fast resolution and high-quality service.

You will manage multiple chats, apply ITIL concepts, and document interactions for knowledge sharing. The ideal candidate has 2–5 years of experience in chat support, strong written communication, and the ability to escalate complex issues to senior teams when required.

Qualifications

• 2–5 years of experience in chat support or service desk.
• Experience handling two or more chats concurrently.
• Familiarity with ITIL and incident management concepts (SLA, severity).
• Good written communication skills.

Responsibilities

• Assist customers with technical issues via chat in a timely and efficient manner.
• Diagnose and troubleshoot hardware and software problems; provide step-by-step guidance.
• Escalate complex issues to higher-level technical teams when necessary.
• Maintain detailed logs of customer interactions and solutions provided; follow up to ensure resolution.

Skills

Chat support

Incident management

ITIL

ServiceNow

Troubleshooting

Documentation

Written communication

Tools

ServiceNow

Job description

Dear Candidate!

Greetings from TCS !!!

Role: Service Desk - Chat Support

Location: Gurugram

Experience Range: 2 to 5 Years

Job Description:

• Assist customers with technical issues via chat in a timely and efficient manner.
• Experience in handling 2 or more chat concurrency.
• Knowledge on ITIL and Incident Management (SLA, Severity)
• Experience in ServiceNow is a plus.
• Diagnose and troubleshoot hardware and software problems
• Provide step-by-step guidance to resolve issues & knowledge on how to use KB articles
• Escalate complex issues to higher-level technical teams when necessary
• Maintain detailed logs of customer interactions and solutions provided
• Follow up with customers to ensure their issues are fully resolved
• Stay updated with product knowledge and technical skills
• Should have good written communication skill.

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