Tata Consultancy Services
1 month ago
IT Service Desk
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Company information
- Company
- Tata Consultancy Services
- Location
- India, Telangana, Hyderabad India
- Posted
- 1 month ago
Job description
The Service Desk Associate (L1) provides first-line IT support to end users through voice, chat, email, and self-service channels. The role focuses on incident logging, service request fulfillment, basic troubleshooting, First Contact Resolution (FCR), and delivering a positive customer experience while meeting SLA commitments.
Key Responsibilities
- Provide Level 1 support through voice and chat channels.
- Log, categorize, prioritize, and assign incidents and service requests.
- Perform initial diagnosis and troubleshooting following standard procedures.
- Resolve common issues at first contact whenever possible.
- Escalate unresolved incidents to L1.5/L2 support teams as required.
- Follow Knowledge Base Articles (KBAs), SOPs, and work instructions.
- Maintain accurate and detailed ticket documentation in ServiceNow.
- Communicate effectively with end users regarding ticket progress and resolution.
- Meet SLA, productivity, quality, and customer satisfaction targets.
- Participate in shift handovers and support 24x7 operations.
Required skills
- customer experience
- it support
- level 1 support
- servicenow
- service desk
- sla
- self-service
- sops
- basic troubleshooting
- chat support
- email support
- service request fulfillment
- end user support
- fcr
- knowledge base articles
- first contact resolution
- shift handovers
- incident logging
- voice support
- 24x7 operations
- kbas
- ticket documentation
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