Service Desk Technician - Hybrid IT Support (Tier 1)

Tech Mahindra; Dallas (TX); Hybrid; USD 19,000 - 26,000; Full time

Benefits offered by this job

Benefits

Job summary

Tech Mahindra is seeking a Service Desk professional for a hybrid role in Dallas. The position requires 12–18 months of service desk experience, excellent customer service and communications skills, and familiarity with ServiceNow and ITIL.

You will provide Tier 1 support across phone, web, and chat, troubleshoot and resolve incidents, ensure SLA adherence, document interactions, and protect customer data in a 24/7 environment. Benefits included.

Qualifications

• 12–18 months of Service Desk experience required.
• Strong customer service and communication skills.
• Familiarity with ServiceNow and ITIL practices.
• Willingness to work in a 24/7 environment.

Responsibilities

• Deliver Tier 1 support via Service Desk from multiple channels (phone, web, chat).
• Troubleshoot, record, resolve or escalate incidents and requests within SLAs.
• Ensure SLAs are met or exceeded and document interactions.
• Respond to customer inquiries promptly and professionally.
• Maintain confidentiality and data protection.
• Follow prescribed guidelines and timelines for transactions.

Skills

Customer service skills

Communication skills

Tier 1 support

ServiceNow

ITIL

24/7 readiness

Job description

Tech Mahindra is seeking a Service Desk professional for a hybrid role in Dallas. The position requires 12–18 months of service desk experience, excellent customer service and communications skills, and familiarity with ServiceNow and ITIL.

You will provide Tier 1 support across phone, web, and chat, troubleshoot and resolve incidents, ensure SLA adherence, document interactions, and protect customer data in a 24/7 environment. Benefits included.