Service Desk - Chat Support

Tata Consultancy Services; Haryana; On-site; INR 400,000 - 520,000; Full time

Job summary

Tata Consultancy Services is seeking a Service Desk - Chat Support professional in Gurugram. 2–5 years of experience in service desk and chat support is required. The role involves assisting customers with technical issues via chat, managing multiple chats, and escalating complex problems as needed.

Candidates must have an ITIL background, knowledge of incident management, and familiarity with ServiceNow. Strong written communication is essential for effective troubleshooting and documentation.

Qualifications

• Graduate with full-time regular course; 15 years of education is required.
• Prior experience as a Service Desk Analyst or chat support.
• Ability to assist customers with technical issues via chat in a timely manner.

Responsibilities

• Assist customers with technical issues via chat.
• Handle 2 or more chat conversations concurrently.
• Provide step-by-step guidance and use KB articles for solutions.

Skills

Graduate

Chat support

2+ chat concurrency

ITIL knowledge

Troubleshooting

Education

15 years regular education

BCA/BSC CS/IT preferred

Tools

ServiceNow

Job description

Interview Mode : Weekend Walkin drive (Face to Face )

Interview Date : 05-Sep-26(Saturday )

Note : Only candidates currently located in Gurugam should apply.

Role : Service Desk - Chat Support

Experience : 2 to 5 Years

Location : Gurugram

Desired Competencies (Technical/Behavioral Competency)

Must-Have

• Any Graduate (Preferable BCA, BSC in CS/IT) with Fulltime regular course; 15 Years of regular education is must.
• Prior experience working as a Service Desk Analyst
• 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.