Walk-in | Service Desk Agent

Tata Consultancy Services Limited; Bengaluru; On-site; INR 350,000 - 500,000; Full time

Job summary

TATA CONSULTANCY SERVICES LIMITED is hiring a Service Desk Agent in Bangalore to deliver multilingual L1 support via voice, chat, email, portal and virtual assistant channels. You will log, categorize and resolve incidents in ServiceNow, providing clear diagnostics and closure evidence.

You will troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, Active Directory/Entra ID, VPN, connectivity and printer issues while guiding users through self-heal actions and remote support as needed.

Qualifications

• Ability to provide multilingual-friendly L1 support across voice, chat, email, portal and virtual-assistant channels.
• Log, categorize and resolve incidents with proper notes, impact, evidence and closure.
• Troubleshoot basic Windows, M365, VPN, AD/Entra ID and common business-app issues.

Responsibilities

• Provide professional L1 support through multiple channels with contextual UX.
• Log and resolve incidents in ServiceNow with complete notes and closure.
• Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams and VPN issues.

Skills

L1 support

Multilingual communication

Remote/onsite support

Tools

ServiceNow

Windows 10/11

Microsoft 365

Job description

Dear Candidate,

Greetings from TATA CONSULTANCY SERVICES LIMITED !!!

Thank you for exploring career opportunities with Asia's largest IT company

Exciting # Job Opportunities for # Experienced Professionals

Role- Service Desk Agent

Experience Range- 2-4 Years

Work Location - Bangalore

JOB DESCRIPTION:

1. Provide professional, multilingual-friendly L1 support through voice, chat, email, portal and virtual-assistant hand-off channels, delivering a consistent and contextual user experience.

2. Log, categorize, prioritize and resolve incidents and service requests accurately in ServiceNow, ensuring complete troubleshooting notes, user impact, evidence and closure confirmation.

3. Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, Active Directory / Entra ID, VPN, connectivity, endpoint, access, printer and common business-application issues.

4. Drive first-level resolution through remote support, guided diagnostics, approved self-heal actions and one-click fixes before escalating to resolver groups.

5. Maintain ownership throughout the ticket lifecycle, provide timely user updates, avoid unnecessary reassignments and elevate with clear diagnostics and supporting evidence.

6. Recognize major-incident symptoms, VIP/high-impact scenarios and recurring patterns, and promptly engage the escalation desk or designated support teams

7. Promote self-service, virtual assistant and knowledge adoption while capturing user feedback and knowledge gaps for continuous improvement.

8. Participate in KT, coaching, calibration, assessments, transition activities, hypercare and continuous service-improvement initiatives