Tata Consultancy Services
Website:
tcs.com
Job details:
TCS has been a great pioneer in feeding the fire of young techies like you. We are a global leader in the technology arena and theres nothing that can stop us from growing together.
What we are looking for
Role: Service Desk Agent
Experience Range: 3 to 7 Years
Location: Hyderabad
Interview Date: Saturday Online
Must Have:
- Service Desk Operations & ITSM (ServiceNow)
- Hands‑on experience using ServiceNow ITSM for logging, categorizing, prioritizing, and resolving incidents and service requests in line with ITIL best practices.
- Incident & Request Management (L1 / L1.5)
- Strong understanding of the incident and service request lifecycle, including first‑level troubleshooting, resolution, and structured escalation to L2/L3 teams.
- End User Computing Support
- Experience supporting Windows OS, laptops/desktops, MS Office / O365, Outlook, Teams, OneDrive, printers, and basic application issues.
- Identity & Access Support
- Hands‑on experience with Active Directory tasks such as password resets, account unlocks, basic access provisioning, and VPN troubleshooting.
- SLA Compliance & Documentation
- Proven ability to work in high‑volume environments while meeting SLAs, ensuring accurate ticket updates, proper closure, and knowledge base adherence.
- Communication & Customer Handling
- Strong verbal and written communication skills with experience handling voice, email, and chat interactions, including VIP and escalated user scenarios.
Good to Have:
- ITIL Awareness / Certification
- Familiarity with ITIL best practices; ITIL Foundation certification is an added advantage.
- Enterprise / BFSI Support Exposure
- Prior experience working in enterprise-scale or BFSI environments with audit and compliance-driven support processes.
Essential:
- Act as the first point of contact for IT incidents and service requests from end users
- Log, categorize, prioritize, and resolve tickets using ServiceNow ITSM
- Perform first-level troubleshooting for desktop, application, VPN, and access-related issues
- Escalate unresolved issues to L2/L3 teams with complete documentation
- Ensure SLA adherence, user communication, and proper ticket closure
- Support onboarding/offboarding activities including user access provisioning
- Update knowledge base articles and SOPs as required
Minimum Qualification:
- 15 years of full-time education
- Minimum percentile of 50% in 10th, 12th, UG & PG (if applicable)
Click on Apply to know more.