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

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

• 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)

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)

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 & amp; Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Qualifications:

BACHELOR OF COMPUTER SCIENCE