Service Desk Engineer — ITIL Pro with Quick Resolutions

Tata Consultancy Services; Center Square (PA); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Medical Coverage: Health, Dental &

Family Leave

Insurance Options

Commuter Benefits & Training Reimb

Vacation/Sick/Holidays

401K Plan & Bonuses

College Fund

Job summary

Tata Consultancy Services is seeking a Service Desk professional based in Center Square, PA, to deliver 1st-line IT support. The role involves logging incidents, providing initial troubleshooting, and assisting users with password resets and access issues.

Responsibilities include escalation to L2/L3 per SLA, maintaining ticket documentation, and ensuring timely responses. A Bachelor of Computer Science is required, with salary ranging from $55,000 to $70,000 per year.

Qualifications

• Experience in service desk operations and ticketing processes.
• Familiarity with ITIL incident/problem/change management concepts.
• Ability to troubleshoot common Windows, macOS issues and network-related problems.
• Strong communication and user-facing support skills.
• Ability to categorize, escalate, and document tickets per SLA.

Responsibilities

• Ticket Logging: Receive, log, and categorize incidents and service requests.
• First-Level Support: Provide initial troubleshooting and resolution using knowledge base.
• User Assistance: Support users with password resets, access, and basic IT issues.
• Escalation: Identify unresolved issues and escalate to L2/L3 as per SLA.
• SLA Adherence: Ensure timely response and resolution within agreed SLAs.
• Documentation: Update tickets with accurate actions and resolution details.
• Communication: Keep users informed on status and closure.
• Understand SLA’s and KPI’s.

Skills

ITIL

ServiceDesk

Windows

MAC

Networking

Education

Bachelor of Computer Science

Job description

Tata Consultancy Services is seeking a Service Desk professional based in Center Square, PA, to deliver 1st-line IT support. The role involves logging incidents, providing initial troubleshooting, and assisting users with password resets and access issues.

Responsibilities include escalation to L2/L3 per SLA, maintaining ticket documentation, and ensuring timely responses. A Bachelor of Computer Science is required, with salary ranging from $55,000 to $70,000 per year.