Service Desk Specialist-L1 Global Voice Support
Tata Consultancy Services
Noida, Gurugram, Delhi / NCR1–4 yrs1h agovia Naukri
Role
Service Desk Specialist-L1 Global Voice Support
Key Responsibilities
- Act as a single point of contact for the Customer Global Service Desk.
- Manage support requests received through email, chat, and telephone.
- Document issue severity and utilize standard procedures to resolve issues.
- Maintain support tracking systems.
- Create/update KBA and SOP.
- Resolve technical issues remotely.
- Provide users with technical documentation for common problems (e.g., installation and configuration).
- Escalate customer support requests to higher-level IT support specialists when unable to resolve independently, providing detailed issue information.
- Maintain comprehensive records of software and hardware issues.
- Respond to requests for technical assistance in person, via phone, chat, web, and email.
- Diagnose and resolve technical hardware and software issues.
- Research questions using available information resources.
- Advise users on appropriate action.
- Follow standard help desk procedures.
- Log all help desk interactions.
- Administer help desk software.
- Follow up with customers and users to ensure complete resolution of issues.
- Redirect problems to the correct resource.
- Identify and escalate situations requiring urgent attention.
- Track and route problems and requests, and document resolutions.
- Resolve technical problems with Local Area Networks (LANs) and Wide Area Networks (WANs).
- Prepare activity reports.
- Inform management of recurring problems.
- Stay current with system information, changes, and updates.
- Help update training manuals for new and revised software and hardware.
- Train users as necessary.
Requirements & Tech Stack
- Fluency in English (Reading, Writing, Speaking).
- Understanding and responding in Business Communications.
- Good Managerial Skill.
- Understanding and knowledge on IT Infrastructure.
- Ability to work in any shift (24*7).
Qualifications
- At least 1 year of experience handling Service Desk services.
- ITIL Knowledge (Good-to-Have)
- Understanding and knowledge on IT Infrastructure (Good-to-Have)