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Service Desk Specialist
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**Job Summary**: We are seeking a skilled Service Desk L1 to join our team at Tata Consultancy Services. As a key member of our IT support team, you will be responsible for providing timely and effective support to our clients.
**Key Responsibilities**:
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask clients targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams
- Provide prompt and accurate feedback to customers
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
**Requirements**: To be successful in this role, you will need to have at least 2-8 years of previous IT Service Desk experience and be proficient in English communication. You should also have experience in ITSM ticketing tools, tracking and closure, and incident management.
**Nice to Have**: Proven work experience as a Technical Support Engineer, Desktop Support Engineer, or similar role.
