TCS IS Hiring for SD

Tata Consultancy Services; Chennai District; On-site; INR 400,000 - 600,000; Full time

Job summary

Tata Consultancy Services in Chennai seeks a Service Desk Analyst to handle IT service requests and incidents. You will provide L1 support for hardware, software, and network issues, log and prioritize tickets, and assist with user account management.

The role requires strong communication, ITIL understanding, and a customer-focused service mindset. Expect a dynamic support environment focused on incident resolution, knowledge base improvement, and service excellence within the IT service desk

Qualifications

• First point of contact for IT service requests and incidents.
• L1 support for hardware, software, network and applications.
• Log, categorize and prioritize incidents in the ticketing system.
• Troubleshoot and resolve common technical issues promptly.
• Escalate complex incidents to Level 2/3 teams as needed.
• Monitor ticket queues to ensure SLA compliance.
• Assist in user account management (password resets, access provisioning).
• Maintain documentation of issues and solutions; contribute to KB.
• Strong knowledge of Windows OS and Microsoft Office.

Responsibilities

• Serve as the first point of contact for IT service requests and incidents via phone, email, or ticketing system.
• Provide Level 1 support for hardware, software, network, and application issues.
• Log, categorize, and prioritize incidents and service requests in the ticketing system.
• Troubleshoot and resolve common technical issues in a timely manner.
• Escalate complex incidents to Level 2/3 support teams as needed.
• Monitor ticket queues to ensure SLA compliance.
• Assist in user account management (password resets, access provisioning, etc.)
• Maintain accurate documentation of issues, solutions, and procedures.
• Contribute to knowledge base articles and continuous service improvement.

Skills

Windows OS

Microsoft Office

Active Directory

ITIL knowledge

Service Desk

Communication skills

Multitasking

Customer focus

Networking basics

Job description

• Serve as the first point of contact for all IT service requests and incidents via phone, email, or ticketing system
• Provide Level 1 support for hardware, software, network, and application issues
• Log, categorize, and prioritize incidents and service requests in the ticketing system
• Troubleshoot and resolve common technical issues in a timely manner
• Escalate complex incidents to Level 2/3 support teams as needed
• Monitor ticket queues to ensure SLA compliance
• Assist in user account management (password resets, access provisioning, etc.)
• Maintain accurate documentation of issues, solutions, and procedures
• Contribute to knowledge base articles and continuous service improvement
• Strong knowledge of Windows OS and Microsoft Office applications
• Basic networking concepts (LAN, WAN, VPN)
• Active Directory and user account management
• Strong verbal and written communication skills
• Ability to manage multiple tasks and work under pressure
• Customer-oriented mindset with a focus on service excellence
• Strong understanding of Service Desk operations and ITIL framework