Service Desk Lead

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

Benefits offered by this job

Annual incentive

Medical coverage

Dental & Vision

Disability insurance

Commuter benefits

Job summary

Tata Consultancy Services is seeking a Service Desk professional to handle 1st line IT support in a fast-paced environment. The role focuses on incident logging, initial troubleshooting, and user assistance, with escalation to L2/L3 as needed.

Applicants should be familiar with ITIL, have experience in Windows and Mac environments, and demonstrate strong communication to meet SLA requirements.

Qualifications

• Bachelor degree in Computer Science or equivalent.
• Experience with service desk environments and incident management.
• Familiarity with ITIL processes and SLAs.
• Strong troubleshooting and customer service skills.
• Ability to log, categorize, and resolve incidents efficiently.

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 common issues (password reset, access, 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.

Skills

ITIL

Windows

Mac

Networking

ServiceDesk E2

Education

Bachelor of Computer Science

Tools

Windows OS

Mac OS

Job description

Job Description

Must Have Technical/Functional Skills

ServiceDesk E2 , ITIL, Windows, MAC, Networking

Roles & 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 common issues (password reset, access, 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.
• Generic Managerial Skills, If any
• Understand SLA’s and KPI’s

Base Salary Range : $55,000 to $70,000 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