Service Desk Agent

Tata Consultancy Services•Mumbai, Maharashtra, India

fulltime

Administrative

2+ years

Interview mode : Weekend walking drive (Face to face )

Interview date : 28march 26 ( Saturday )

Skill Name : Service Desk

Experience : 2 to 6 years

Keywords : Desktop support, Service Desk

Location : mumbai ,Bangalore

Desired Competencies (Technical/Behavioral Competency)

**Role and Responsibilities (Accountabilities)

:**

Provide first level technical support via voice calls and chat for end users.
Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow .
Handson experience with ServiceNow
Follow ITSM/ITIL best practices for incident and request management.
Must be familiar with ITSM processes
Troubleshot issues related to hardware, software, network connectivity, and user access.
Proficiency troubleshooting common IT issues: Active Directory, VPN, Citrix, VDI .
Ensure timely resolution or escalation of tickets within defined SLAs.
Maintain accurate documentation of issues, solutions, and user interactions.
Collaborate with internal teams to ensure seamless service delivery.
Participate in EST Hours rotational shift , including nights, weekends, and holidays.
Report to the office daily as per company policy.
Experience supporting global users
Maintain high levels of customer satisfaction