Service Desk Management

3 weeks ago

Kolkata India Tata Consultancy Services Full time

Job Description Key Responsibilities: - Act as the primary point of contact for IT support requests, including troubleshooting hardware, software, and network issues. - Provide first and second-level support for internal users via phone, email, and remote support tools. - Diagnose and resolve issues with operating systems (Windows, macOS, etc.), software applications, printers, and other IT-related systems. - Escalate complex issues to higher-level technical teams when necessary and track resolution progress. - Perform hardware and software installations, configurations, and updates for workstations, laptops, and peripherals. - Maintain accurate documentation of support incidents, resolutions, and procedures using an IT ticketing system (e.g., ServiceNow, Jira). - Provide training and guidance to end users on IT systems, software applications, and best practices for security and troubleshooting. - Ensure adherence to IT policies, security protocols, and company procedures. - Assist in system maintenance tasks, including patching, backups, and monitoring of IT infrastructure. - Contribute to continuous improvement initiatives within the IT department, helping to streamline processes and enhance service delivery. Required Skills and Qualifications: - 3 to 6 years of experience in an IT Service Desk or technical support role. - Proficient in diagnosing and resolving common hardware, software, and network issues. - Strong working knowledge of Windows and macOS operating systems, as well as popular office productivity tools (e.g., Microsoft Office 365). - Experience with remote support tools (e.g., TeamViewer, Remote Desktop). - Familiarity with ITSM processes and ticketing systems (e.g., ServiceNow, Jira, or similar). - Excellent communication skills, with the ability to explain technical issues to non-technical users. - Strong troubleshooting skills, attention to detail, and the ability to prioritize tasks effectively. - Ability to work independently and as part of a team in a fast-paced environment. - IT certifications (e.g., CompTIA A+, ITIL, Microsoft Certified Professional) are a plus. Preferred Skills and Qualifications: - Experience in supporting network infrastructure, VPNs, and mobile devices. - Basic understanding of Active Directory, DNS, DHCP, and other network services. - Familiarity with cloud technologies, such as Microsoft Azure or Office 365 administration.

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