Service Desk Agent
Tata Consultancy Services
Bengaluru2–4 yrs1h agovia Naukri
Service Desk Agent - Tool 2
Key Responsibilities
- Provide professional, multilingual-friendly L1 support through voice, chat, email, portal, and virtual-assistant hand-off channels.
- Log, categorize, prioritize, and resolve incidents and service requests accurately in ServiceNow.
- Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, Active Directory / Entra ID, VPN, connectivity, endpoint, access, printer, and common business-application issues.
- Drive first-level resolution through remote support, guided diagnostics, approved self-heal actions, and one-click fixes.
- Maintain ownership throughout the ticket lifecycle, provide timely user updates, avoid unnecessary reassignments, and escalate with clear diagnostics and supporting evidence.
- Recognize major-incident symptoms, VIP/high-impact scenarios, and recurring patterns, and promptly engage the escalation desk or designated support teams.
- Promote self-service, virtual assistant, and knowledge adoption while capturing user feedback and knowledge gaps.
- Participate in KT, coaching, calibration, assessments, transition activities, hypercare, and continuous service-improvement initiatives.
Requirements & Tech Stack
- Service desk agent
- Active Directory
- M365
- Windows 11