IT Service Desk Specialist - 24/5 Support & Training

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 Support: Parental Leaves.

Insurance Options: Auto & Home

Commuter Benefits & Certification &amp

Vacation, Time Off, Holidays.

401K Plan, Performance Bonus

Job summary

Tata Consultancy Services in Columbus, OH seeks a Service Desk professional to diagnose and resolve IT issues, assist users, and manage incidents end-to-end.

Responsibilities include documenting interactions, following SLA/KPI, and providing Level 1 support across hardware, software, and network topics. This role requires US eligibility and offers growth in a collaborative team environment.

Qualifications

• Assist in maintaining knowledge base articles and FAQs for common issues.
• Diagnose and resolve technical issues related to hardware, software, and network connectivity.
• Respond to incoming support requests via phone, email, or chat in a timely manner.

Responsibilities

• Document all interactions and resolutions in the service desk ticketing system.
• Escalate complex issues to higher-level support teams as necessary.
• Monitor and follow up on open tickets to ensure timely resolution.
• Participate in service improvement initiatives and contribute to team goals.
• Provide guidance and training to end-users on software and hardware usage.
• Adhere to all SLA’s for ticket handling and KPI’s associated to technician and group performance.
• Receive, categorize, prioritize, log, troubleshoot and monitor all tickets.

Skills

Service Desk

Level 1 support

Remote support

Incident management

Customer service

Education

Bachelor of Computer Science

Job description

Tata Consultancy Services in Columbus, OH seeks a Service Desk professional to diagnose and resolve IT issues, assist users, and manage incidents end-to-end.

Responsibilities include documenting interactions, following SLA/KPI, and providing Level 1 support across hardware, software, and network topics. This role requires US eligibility and offers growth in a collaborative team environment.