Service Desk Specialist

2 weeks ago


India Tata Consultancy Services Full time

**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.



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