Service Desk Associate
Tata Consultancy Services
Noida, Uttar Pradesh, India2–4 yrs4h agovia LinkedIn
Location: Noida
Interview Mode: Online Interview
Interview Date: 23rd Sep 2025 (Friday)
Interview Time: 1:00 PM to 6:00 PM
100% Work from Office
Comfortable with a 24x7 shift schedule.
Key Responsibilities
- Provide Level 1 support for all in scope of service via Phone/Chat/Email.
- Act as a single point of contact (SPOC) for all user requests, and resolve issues on first call, or route to the appropriate resolving support group.
- Perform active case management and be accountable for end-to-end delivery of requests and ensure resolution is driven by all downstream support groups.
- Monitor Incident or Problem status to facilitate Incident/Problem closure within defined service level standards or escalate in accordance with the escalation management process.
- Develop, establish and maintain call prioritization guidelines and escalation procedures.
- Provide system status recording with status information such as known Major Incidents and estimated recovery time.
- Manage queues in ServiceNow: Incident, Service Request, Problem & Change.
- Ensure all specified SLAs are met in accordance with the customer agreement.
- Maintain and drive call quality keeping customer satisfaction as priority.
- Escalate customer concerns on a timely basis and follow up to closure.
- Take end-to-end ownership of call and ticket to ensure timely closure and resolution.
- Follow the quality parameters as specified by the quality protocol and process.
Requirements & Tech Stack
- ServiceNow
- ITSM Tool
- ITIL Processes
- Active Directory
- Office365
- Windows Troubleshooting Skills
Qualifications
- Good Communication Skills
- 15 years of Continuous Education.