Service Desk Agent
Tata Consultancy Services
Bengaluru, Karnataka, India2–4 yrs5h agovia LinkedIn
About the Role
We are looking for a Service Desk Agent with 2-4 years of experience in IT Service Desk and End User Support.
Key Responsibilities
- Provide L1 support through voice, chat, email, and ticketing channels.
- Log, track, and resolve incidents and service requests using ServiceNow.
- Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, VPN, and Active Directory issues.
- Monitor endpoint health using Nexthink and proactively identify user device issues.
- Deliver remote support and ensure timely ticket resolution within SLA.
- Escalate unresolved issues with proper troubleshooting details.
- Maintain high customer satisfaction and ownership throughout the ticket lifecycle.
Requirements & Tech Stack
- Service Desk Support
- Nexthink
- ServiceNow
- Microsoft 365
- Active Directory / Entra ID
- Windows 10/11
- VPN Support
- Incident & Ticket Management
- Remote Troubleshooting
- Voice Support
Qualifications
- Strong communication skills.
- Experience supporting global users.
- Willingness to work in rotational shifts.