IT Service Desk Specialist: Windows & 365 Support

Tata Consultancy Services; Maumee (OH); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Comprehensive Medical Coverage

Maternal & Parental Leaves

401K Plan

Certification & Training Reimbursement

Job summary

Tata Consultancy Services is seeking an IT helpdesk professional for the United States location. The role focuses on first-level infrastructure service desk support, handling end-user tickets, and basic troubleshooting for workplace IT services.

Ideal candidates will have 1–2 years of hands-on experience, strong communication skills, and a customer-focused mindset to ensure timely updates and effective resolutions.

Qualifications

• 1-2 years hands-on experience in Infrastructure Service Desk / IT helpdesk operations.
• Experience handling end-user tickets, service requests, incidents, and basic troubleshooting.
• Solid understanding of ITIL incident management, SLA adherence, and ticket documentation.
• Strong communication and structured support process adherence.

Responsibilities

• Act as first-level point of contact for infrastructure service desk tickets, calls, emails, and user requests.
• Log, categorize, prioritize, troubleshoot, resolve, or escalate incidents and service requests as per agreed process.
• Provide timely and proactive status updates to end users until closure, including next steps and escalation status.
• Perform basic troubleshooting for desktop, laptop, MS 365, VPN, and application access issues.
• Maintain quality ticket notes, resolution details, knowledge-base references, and handoff information for L2/L3 teams.
• Follow SOPs, runbooks, ITSM workflows, SLA targets, and escalation matrix.
• Support shift handovers, daily operational reporting, open-ticket follow-up, and aging-ticket tracking.
• Identify recurring issues and contribute to knowledge article updates and user communication templates.

Skills

Service Desk

Ticket Handling

ITIL Basics

Windows Support

Office 365

VPN & Network

Communication

Customer Focus

Education

Bachelor's in Computer Science

Tools

Runbooks

ITSM Tools

Job description

Tata Consultancy Services is seeking an IT helpdesk professional for the United States location. The role focuses on first-level infrastructure service desk support, handling end-user tickets, and basic troubleshooting for workplace IT services.

Ideal candidates will have 1–2 years of hands-on experience, strong communication skills, and a customer-focused mindset to ensure timely updates and effective resolutions.