Service Desk -L1

Tata Consultancy Services; Dadri; On-site; INR 300,000 - 500,000; Full time

Job summary

Tata Consultancy Services is seeking a Service Desk Analyst (L1) for the Pune location. The role involves handling a range of user requests via email, chat, phone, and web, documenting issue details, and following standard processes to resolve them.

The candidate will maintain records, provide remote assistance, and escalate to higher IT support when needed. Ideal candidates have 1 year of service desk experience, fluent English, and a good understanding of IT infrastructure.

Qualifications

• Minimum 1 year experience in Service Desk.
• Fluency in reading, writing, and speaking English.

Responsibilities

• Act as single point of contact for Global Service Desk.
• Manage support requests via email, chat, and phone; document severity and track issues.
• Create or update knowledge base articles and SOPs.
• Provide remote technical assistance and user documentation for common problems.

Skills

1 year experience

Fluent English

Business communications

Managerial skill

IT infrastructure

24x7 shift capability

Job description

Job Description

Role

Service Desk-L1

1-3

Pune

Desired Competencies (Technical/Behavioral Competency)

Must-Have

• Atleast 1 year of experience handling Service Desk services.
• Fluency in English (Reading, Writing, Speaking)
• Understand and responds in Business Communications
• Good Managerial Skill
• Understanding and knowledge on IT Infrastructure.
• Work in any shift (24*7)

Good-to-Have

• ITIL Knowledge
• Understanding and knowledge on IT Infrastructure.

Role descriptions / Expectations from the Role

1

Following are the roles and responsibilities of Service Desk Analyst

• Act as Single point of contact as Customer Global Service Desk
• A significant responsibility of Service Desk Analysts is to manage support requests that can come through a range of networks, such as email, chat, and telephone. They must document issue severity, and they must utilize standard procedures to resolve issues. Analysts must also maintain support tracking systems.
• Create / Update KBA, SOP
• Service Desk Analysts must resolve technical issues remotely. For certain common problems, such as installation and configuration problems, they provide users technical documentation
• Service Desk Analysts often must accelerate customer support requests to higher-level IT support specialists if they are unable to resolve a particular issue on their own. Analysts then provide specialists with details about the issue so that they can resolve it effectively
• Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardware
• respond to requests for technical assistance in person, via phone, chat, web and email
• diagnose and resolve technical hardware and software issues
• research questions using available information resources
• advise user on appropriate action
• follow standard help desk procedures
• log all help desk interactions
• administer help desk software
• follow up with customers and users to ensure complete resolution of issues
• redirect problems to correct resource
• identify and elevate situations requiring urgent attention
• track and route problems and requests and document resolutions
• resolve technical problems with Local Area Networks and Wide Area networks
• prepare activity reports
• inform management of recurring problems
• stay current with system information, changes and updates
• help update training manuals for new and revised software and hardware
• train users as necessaryRole & responsibilities

Preferred candidate profile