Service Desk Analyst / Infrastructure Service Desk Support Associate

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

• 1-2 years of hands-on experience in Infrastructure Service Desk / IT helpdesk operations.
• Experience handling end-user tickets, service requests, incidents, and basic troubleshooting for workplace IT services.
• Basic understanding of ITIL-based incident management, service request fulfillment, escalation, SLA adherence, and ticket documentation.
• Working knowledge of Windows desktop/laptop support, Microsoft 365/Office, Outlook/Teams, VPN, password resets, network connectivity, printers, and common end-user applications.
• Ability to triage incidents, gather required details, follow runbooks/knowledge articles, and route tickets to the correct resolver groups.
• Strong written and verbal communication skills with proactive status updates to end users and stakeholders.
• Customer-focused attitude, ownership mindset, attention to detail, and ability to work in a structured support environment.

Job Description

• Must Have Technical/Functional Skills

• 1-2 years of hands-on experience in Infrastructure Service Desk / IT helpdesk operations.
• Experience handling end-user tickets, service requests, incidents, and basic troubleshooting for workplace IT services.
• Basic understanding of ITIL-based incident management, service request fulfillment, escalation, SLA adherence, and ticket documentation.
• Working knowledge of Windows desktop/laptop support, Microsoft 365/Office, Outlook/Teams, VPN, password resets, network connectivity, printers, and common end-user applications.
• Ability to triage incidents, gather required details, follow runbooks/knowledge articles, and route tickets to the correct resolver groups.
• Strong written and verbal communication skills with proactive status updates to end users and stakeholders.
• Customer-focused attitude, ownership mindset, attention to detail, and ability to work in a structured support environment.

Roles & 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 expected next steps and escalation status.
• Perform basic troubleshooting for desktop, laptop, Microsoft 365, communication tools, network access, VPN, printer, password, and application access issues.
• Maintain quality ticket notes, resolution details, knowledge-base references, and handoff information for L2/L3 teams.
• Follow defined SOPs, runbooks, ITSM workflows, SLA targets, and escalation matrix.
• Support shift handovers, daily operational status reporting, open-ticket follow-up, and aging-ticket tracking.
• Contribute to service improvements by identifying recurring issues, updating knowledge articles, and improving user communication templates.

Generic Managerial Skills, If any

• Proactive communication and ability to share clear status updates with end users and internal stakeholders.
• Good coordination with resolver groups, onsite/offshore teams, and account leadership for pending tickets and escalations.
• Ability to manage priorities, follow up on open items, and maintain service-desk hygiene in a time-bound manner.
• Professional customer-service mindset with patience, clarity, and ownership during user interactions.

Base Salary Range : $50,000 to $60,000 Per Annum

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, College Fund, Student Loan Refinancing.

Qualifications: BACHELOR OF COMPUTER SCIENCE