Walk-in | Service Desk Agent_ Tool 2 _Walkin_Chennai_24th Oct

Tata Consultancy Services Limited; Chennai; On-site; INR 350,000 - 550,000; Full time

Job summary

Tata Consultancy Services Limited is seeking an analyst to provide professional, multilingual L1 end-user support across voice, chat, email, portal and virtual-assistant hand-off channels. You will log, categorize and resolve incidents in ServiceNow with clear diagnostics and evidence.

SharePoint Administration experience is mandatory, and you will troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, Active Directory/Entra ID, VPN and common business-application issues, while driving

Qualifications

• Provide multilingual-friendly L1 support across voice, chat, email, portal and VA hand-off channels.
• Log, categorize, prioritize and resolve incidents in ServiceNow with complete troubleshooting notes.
• SharePoint Administration experience is mandatory.
• Troubleshoot Windows 10/11, M365, Outlook, Teams, AD/Entra ID, VPN, connectivity, endpoints, printers and business apps.

Responsibilities

• Provide multilingual-friendly L1 end-user support via voice, chat, email, portal and VA hand-off channels.
• Log, categorize, prioritize and resolve incidents in ServiceNow with complete troubleshooting notes.
• Troubleshoot Windows 10/11, M365, Outlook, Teams, AD/Entra ID, VPN, connectivity, endpoints, printers and business apps.
• Drive first-level resolution through remote support, guided diagnostics and self-heal actions before escalation.
• Maintain ownership through ticket lifecycle with timely user updates and clear diagnostics.
• Recognize major-incident symptoms, VIP/high-impact scenarios and recurring patterns, and engage escalation desks promptly.
• Promote self-service and knowledge adoption while capturing feedback for improvement.
• Participate in KT, coaching, calibration, assessments, transition activities, hyper care and continuous service-improvement initiatives.

Skills

L1 support

Multilingual support

Remote support

ServiceNow

SharePoint admin

Tools

SharePoint

ServiceNow

Job description

Role & responsibilities

Responsibility of / Expectations from the Role

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.

SharePoint Administration experience is mandatory.

Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, Active Directory / Entra ID, VPN, connectivity, endpoint, accesses, 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 escalat 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, hyper care and continuous service-improvement initiatives.