Technical Support Associate

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

Job Title: Service Desk - Technical Support role

Work Mode: Hybrid (1 day office, 4 days home)

Pay rate - $16.82/HR USD and Benefits

Job details:

Seeking a professional with a minimum of 12-18 months of Service Desk experience. Ideal applicants have the following qualifications and experience.

Possible career progression for right candidates.

Qualifications:

• Excellent Customer Service/Phone Skills
• Excellent Communication Skills - both written and verbal
• Tier 1 support for Enterprise/IT applications
• Experience of working within ServiceNow
• Understanding of ITIL practices
• Willingness to work in a 24/7 environment.

Responsibilities:

• To deliver a Tier 1 support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web, and chat.
• Actively troubleshoot to identify, assess, record, resolve and/or elevate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
• Ensure Customer Service Level Agreements are met or exceeded.
• Respond to customer enquiries in a timely and efficient manner.
• Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format.
• Execute transactions as per prescribed guidelines and timelines.
• Ensure customer/user confidentiality and data protection at all times.

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at [e-mail]

We do not use artificial intelligence (AI) to screen, assess, or select applicants for this position. This is a new position.