Service Desk Specialist-L1 Global Voice Support

Tata Consultancy Services Limited; Dadri, Gurugram District, Delhi; On-site; INR 350,000 - 520,000; Full time

Job summary

Tata Consultancy Services Limited is seeking an L1 Service Desk Analyst in India. The role focuses on acting as the single point of contact for global service desk requests, resolving issues remotely when possible, and escalating complex problems to higher-level IT support with thorough documentation.

The position emphasizes updating knowledge bases and maintaining detailed records of hardware and software issues.

Qualifications

• Must-have ITIL Knowledge.
• Understanding and knowledge on IT Infrastructure.

Responsibilities

• Act as Single point of contact as Customer Global Service Desk.
• Manage support requests that can come through email, chat, and telephone; document issue severity and follow standard procedures to resolve issues.
• Create / Update KBA, SOP.
• Resolve technical issues remotely; provide users with technical documentation for common problems.
• Escalate issues to higher-level IT support with detailed information when unresolved.
• Maintain comprehensive records of issues relating to software and hardware.
• Respond to requests for technical assistance in person, via phone, chat, web and email.
• Diagnose and resolve hardware and software issues.
• Research questions using available resources.
• Advise user on appropriate action and follow standard help desk procedures.
• Log all help desk interactions and administer help desk software.
• Follow up with customers to ensure complete resolution of issues.
• Redirect problems to correct resources and identify urgent cases.
• Track and route problems and document resolutions.
• Stay current with system information, changes and updates.
• Help update training manuals for new and revised software and hardware.
• Train users as necessary.

Skills

ITIL Knowledge

IT Infrastructure Understanding

Job description

ob Description Role

Service Desk-L1

1-3

Pune Desired Competencies (Technical/Behavioral Competency) Must-Have

Good-to-Have

• ITIL Knowledge
• Understanding and knowledge on IT Infrastructure.

Role descriptions / Expectations from the Role 1

• 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 escalat[e] 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 Role & responsibilities

Preferred candidate profile