Service Desk Lead | ITIL Expert, Windows/Mac Support, SLA Focus

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

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.