Walk-in | Service Desk Agent - Tool 1-sri

Tata Consultancy Services Limited; Bengaluru; On-site; INR 450,000 - 650,000; Full time

Job summary

Tata Consultancy Services Limited in Bengaluru is seeking a Service Desk Agent with 2-4 years of experience to provide frontline L1 support across voice, chat, email, portal and virtual-assistant channels. You will troubleshoot Windows 10/11, M365, Outlook, Teams, AD/Entra ID, VPN and other business apps.

Log incidents in ServiceNow, drive first-level resolution with remote support and guided diagnostics, and maintain ticket ownership through full lifecycle with timely updates to users and clear

Qualifications

• 2–4 years of relevant Experience required.
• Experience in a large-scale enterprise support environment preferred.
• Hands-on exposure to Nexthink is a plus.

Responsibilities

• Log, categorize, prioritize and resolve incidents and service requests in ServiceNow with complete troubleshooting notes, user impact, evidence and closure confirmation.
• Provide professional L1 support through voice, chat, email, portal and virtual-assistant hand-off channels, ensuring a consistent user experience.
• Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, Active Directory / Entra ID, VPN and other business applications, and resolve issues.
• Drive first-level resolution via remote support, guided diagnostics, and approved self-heal actions before escalation.
• Maintain ownership of tickets through lifecycle with timely updates and clear diagnostics for escalations.

Skills

L1 support

Multilingual communication

Customer service

Remote assistance

Tools

Nexthink

ServiceNow

Active Directory / Entra ID

VPN

Windows 10/11

Microsoft 365

Outlook

Teams

Job description

Role: Service Desk Agent -Tool1

Location: Bangalore (face to face 24th Oct2026)

Experience:2-4Years

Job Description:

Hands-on exposure to Nexthink, with the ability to proactively monitor endpoint health, identify potential issues on users devices, and support timely diagnosis and resolution before service impact occurs.

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

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

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

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

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

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

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

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