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Tata Consultancy Services · 8 hours ago

Service Desk Agent

Columbus, OH

Full-time

Onsite

Mid, Senior Level

$50K/yr - $55K/yr

3+ years exp

Tata Consultancy Services is seeking a Service Desk Agent to assist in maintaining knowledge base articles and resolving technical issues related to hardware, software, and network connectivity. The role involves documenting interactions in the service desk ticketing system, escalating complex issues, and providing guidance to end-users.

Business Information SystemsConsultingInformation TechnologyIT Management

H1B Sponsor Likely

Hiring Manager

Nanmozhi Govindharaj

Responsibilities

Assist in maintaining knowledge base articles and FAQs for common issues

Diagnose and resolve technical issues related to hardware, software, and network connectivity

Document all interactions and resolutions in the service desk ticketing system

Escalate complex issues to higher-level support teams as necessary

Monitor and follow up on open tickets to ensure timely resolution

Participate in service improvement initiatives and contribute to team goals

Provide guidance and training to end-users on software and hardware usage

Respond to incoming support requests via phone, email, or chat in a timely manner

Adhere to all SLA’s for ticket handling and KPI’s associate to technician and group performance

Coordinate training and documentation of troubleshooting and support processes

Diagnose issues and requests using remote control tool capability, and when possible implement corrective actions and Identify opportunities to increase first call resolution rates by identifying trends

Excellent interpersonal skills and team co-ordination

Hands-on experience in supporting IT Service Desk

Proactive, effectively addressing Incidents and Service Requests, having efficient policies and procedures, and using appropriate tools

Provide Level 1 assistance to inquiries into the features, functions, and usage of software

Receive, categorize, prioritize, log, troubleshoot and monitor all tickets (e.g., Incidents, inquiries, and Service Requests)

Utilize a pre-defined template on every call and fill out each template completely

Willing to work in 24/5 shift rotation (including holidays)

Qualification

Technical supportService desk ticketingRemote control toolsTeam coordinationInterpersonal skills

Required

Experience - 3 to 9 Years