Service Desk Agent

Tata Consultancy Services; 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

Must Have Technical/Functional Skills

Service Desk

Roles & Responsibilities

• *Assist in maintaining knowledge base articles and FAQs for common issues.


• *Diagnose and resolve technical issues related to hardware, software, and network connectivity.


• *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.


• *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 associate to technician and group performance


• *Coordinate training and documentation of troubleshooting and support processes


• *Diagnose issues and requests using remote control tool capability, and when possible implement corrective actions and Identify opportunities to increase first call resolution rates by identifying trends


• *Excellent interpersonal skills and team co-ordination


• *Hands-on experience in supporting IT Service Desk


• *Proactive, effectively addressing Incidents and Service Requests, having efficient policies and procedures, and using appropriate tools


• *Provide Level 1 assistance to inquiries into the features, functions, and usage of software.


• *Receive, categorize, prioritize, log, troubleshoot and monitor all tickets (e.g., Incidents, inquiries, and Service Requests)


• *Utilize a pre-defined template on every call and fill out each template completely


• *Willing to work in 24/5 shift rotation (including holidays)

In order to comply with U.S. laws and regulations applicable to this position, the person(s) hired must possess the ability to obtain US Security Clearance which requires that the person be a U.S. Citizen, a U.S. Permanent Resident (i.e., a "Green Card Holder") , or a Political Asylee or Refugee.

Salary Range: $50,000- $55,000 a year

TCS Employee Benefits Summary

• Discretionary Annual Incentive.


• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.


• Family Support: Maternal & Parental Leaves.


• Insurance Options: Auto & Home Insurance, Identity Theft Protection.


• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.


• Time Off: Vacation, Time Off, Sick Leave & Holidays.


• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, C ollege Fund, Student Loan Refinancing.

Location

Columbus, OH

Function

TECHNOLOGY

Role

Engineer

ID

433798

Skills

Service Desk

Salary Range

$50,000 - $55,000

Desired Candidate Profile

Qualifications

BACHELOR OF COMPUTER SCIENCE