Service Desk Specialist

2 days ago

pune, India Tata Consultancy Services Full time

*Role :Service Desk Analyst

*Required Technical Skill Set IT Service Desk Operations

*Desired Experience Range: 2 to 5 Yrs.

*Location of Requirement :Pune/Kochi


*Notice Period:0-45 days candidates only


*Virtual Drive:03-Oct-25(Fri)


Desired Competencies (Technical/Behavioral Competency)

Must-Have · Atleast 3 years of experience handling Service Desk services. · Fluency in English (Reading, Writing, Speaking) · Understand and responds in Business Communications · Good Managerial Skill · Understanding and knowledge on IT Infrastructure. · Work in any shift (24*7)

Good-to-Have · ITIL Knowledge · Understanding and knowledge on IT Infrastructure.



SN Role descriptions / Expectations from the Role

1 Following are the roles and responsibilities of Service Desk Analyst · Act as Single point of contact as Customer Global Service Desk · A significant responsibility of Service Desk Analysts is to manage support requests that can come through a range of networks, such as email, chat, and telephone. They must document issue severity, and they must utilize standard procedures to resolve issues. Analysts must also maintain support tracking systems. · Create / Update KBA, SOP · Service Desk Analysts must resolve technical issues remotely. For certain common problems, such as installation and configuration problems, they provide users technical documentation · Service Desk Analysts often must accelerate customer support requests to higher-level IT support specialists if they are unable to resolve a particular issue on their own. Analysts then provide specialists with details about the issue so that they can resolve it effectively · Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardware · respond to requests for technical assistance in person, via phone, chat, web and email · diagnose and resolve technical hardware and software issues · research questions using available information resources · advise user on appropriate action

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