IT Service Desk Agent — Fast, Friendly Tech Support

Tata Consultancy Services Limited; Columbus (OH); On-site; USD 50,000 - 55,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Comprehensive Medical Coverage

Family Leave

401K Plan

Certification & Training Reimbursement

Vacation & Holidays

Job summary

Tata Consultancy Services Limited in Columbus, OH is seeking a Service Desk Engineer to provide Level 1 IT support and incident resolution. You will diagnose hardware, software, and network issues, document actions in the ticketing system, and escalate complex problems as needed.

The role requires collaboration with the IT team, adherence to SLAs, and strong interpersonal skills to guide end-users and maintain knowledge base articles for common issues.

Qualifications

• Assist in maintaining knowledge base articles and FAQs for common issues.
• Diagnose and resolve hardware, software, and network connectivity issues.
• Document all interactions and resolutions in the service desk ticketing system.
• Escalate complex issues to higher-level support teams as necessary.
• Provide Level 1 assistance to inquiries into features, functions, and usage of software.
• Receive, categorize, prioritize, log, troubleshoot and monitor all tickets.

Responsibilities

• Diagnose issues and requests using remote control tool capability, and implement corrective actions.
• Identify opportunities to increase first call resolution rates by identifying trends.
• Provide guidance and training to end-users on software and hardware usage.
• Respond to incoming support requests via phone, email, or chat in a timely manner.
• Adhere to all SLA's for ticket handling and KPI's associated to technician and group performance.
• Coordinate training and documentation of troubleshooting and support processes.

Skills

Service Desk

Education

Bachelor of Computer Science

Job description

Tata Consultancy Services Limited in Columbus, OH is seeking a Service Desk Engineer to provide Level 1 IT support and incident resolution. You will diagnose hardware, software, and network issues, document actions in the ticketing system, and escalate complex problems as needed.

The role requires collaboration with the IT team, adherence to SLAs, and strong interpersonal skills to guide end-users and maintain knowledge base articles for common issues.