IT Service Desk Agent — First-Call Resolution & Support

Tata Consultancy Services

Columbus (OH)

On-site

USD 50,000 - 55,000

Full time

14 days+

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Benefits offered by this job

Discretionary Annual Incentive

Medical Coverage

Parental Leaves

401K Plan

Job summary

Tata Consultancy Services is seeking a Service Desk professional in Ohio to provide Level 1 IT support. You will handle tickets via phone, email, and chat, diagnose routine hardware/software/network issues, and document resolutions. Collaboration with higher-level teams and adherence to SLAs are essential.

The role emphasizes knowledge sharing, training, and proactive incident handling in a fast-paced environment with standard benefits. Salary is competitive for the region.

Qualifications

Bachelor’s degree in Computer Science or related field.
Experience in IT service desk or technical support preferred.
Strong communication and problem-solving skills.

Responsibilities

Assist in maintaining knowledge base articles and FAQs.
Diagnose and resolve hardware, software, and network issues.
Document interactions and resolutions in the service desk system.
Escalate complex issues as needed.
Monitor and follow up on open tickets for timely resolution.
Provide Level 1 assistance for software usage and inquiries.
Respond to requests via phone, email, or chat.
Follow SLAs and KPIs for ticket handling.
Willing to work in 24/5 shift rotation, including holidays.

Skills

Communication

Troubleshooting

Remote support

Customer service

Education

Bachelor of Computer Science

Tools

Ticketing system

Job description

The role emphasizes knowledge sharing, training, and proactive incident handling in a fast-paced environment with standard benefits. Salary is competitive for the region.

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