Service Desk Management/Analyst

Tata Consultancy Services; Chennai District; On-site; INR 350,000 - 600,000; Full time

Job summary

Tata Consultancy Services is seeking a focused IT Helpdesk Analyst in Chennai to be the first point of contact for incidents via chat, phone, and email. You will log, categorize, and resolve issues within SLA targets, with hands-on troubleshooting in Windows, M365, AD, and VPN.

You will monitor SLA metrics (FRT, MTTR, FCR, CSAT) and prioritize First Call Resolution across channels, while ensuring smooth shift handovers and ticket queue management.

Qualifications

• Strong communication and customer service skills.
• Basic understanding of IT infrastructure (Windows OS, networking, applications).
• Knowledge of ITIL processes (Incident, Request, Problem Management) is preferred.
• Ability to troubleshoot and resolve basic technical issues.
• Familiarity with ServiceNow ticketing tool.
• Good analytical and problem-solving skills.
• Ability to multitask and work in a fast-paced environment.

Responsibilities

• First point of contact for IT incidents via Chat, Phone & Email.
• Incident logging, categorization & resolution within SLA targets.
• Technical troubleshooting Windows, M365, Active Directory, VPN.
• Strong understanding of SLA metrics: FRT, MTTR, FCR & CSAT.
• First Call Resolution (FCR) focus across all support channels.
• Shift handover documentation & ticket queue management.

Skills

Strong communication

IT fundamentals

ITIL processes

Troubleshooting

ServiceNow

Analytical skills

Multitasking

Tools

ServiceNow

Jira

Job description

Role

• First point of contact for IT incidents via Chat, Phone & Email
• Incident logging, categorization & resolution within SLA targets
• Technical troubleshooting Windows, M365, Active Directory, VPN
• Strong understanding of SLA metrics: FRT, MTTR, FCR & CSAT
• First Call Resolution (FCR) focus across all support channels
• Shift handover documentation & ticket queue management
• ITIL Foundation certified (preferred)
• Flexible for rotational shifts incl. nights, weekends & holidays.
• Tools: ServiceNow / Jira

Must Have

• Strong communication and customer service skills
• Basic understanding of IT infrastructure (Windows OS, networking, applications)
• Knowledge of ITIL processes (Incident, Request, Problem Management) is preferred
• Ability to troubleshoot and resolve basic technical issues
• Familiarity with ServiceNow ticketing tool
• Good analytical and problem-solving skills
• Ability to multitask and work in a fast-paced environment