Walk-in | Service Desk Agent - Tool 1_Walkin Drive_Bangalore_24th Oct

Tata Consultancy Services Limited; Bengaluru; Sur place; INR 300 000 - 450 000; Plein temps

Résumé du poste

Tata Consultancy Services Limited in Bengaluru is seeking an L1 IT support specialist to handle end-user issues via voice, chat, email, and portal. You will monitor endpoint health using Nexthink to detect issues before service impact occurs and provide prompt, friendly assistance.

The role emphasizes hands-on troubleshooting, clear documentation, and ongoing process improvement, with a focus on self-service and knowledge sharing across channels.

Qualifications

• Provide L1 support via voice, chat, email and portal.
• Log, categorize and resolve incidents in ServiceNow.
• Troubleshoot Windows 10/11, M365, AD/Entra ID, VPN, printers and common business apps.
• Promote self-service, knowledge capture and continuous improvement.

Responsabilités

• Monitor endpoint health with Nexthink and identify issues before impact.
• Provide multilingual L1 support across channels (voice, chat, email, portal).
• Log, categorize, prioritize and resolve incidents accurately with complete notes.
• Troubleshoot Windows 10/11, M365, Outlook, Teams, AD/Entra ID, VPN, connectivity, and printers.
• Drive first-level resolution and escalate when required while maintaining ownership.

Connaissances

L1 support

Multilingual communication

Incident management

Remote troubleshooting

Outils

ServiceNow

Remote support tools

Description du poste

Role & responsibilities

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 escalation 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.