Service Desk Agent

Summary

Tata Consultancy Services is a global leader in IT services, and they are seeking a Service Desk Agent to assist in maintaining technical support for their clients. The role involves diagnosing and resolving technical issues, documenting interactions, and providing guidance and training to end-users.

Responsibilities

• Assist in maintaining knowledge base articles and FAQs for common issues
• Diagnose and resolve technical issues related to hardware, software, and network connectivity
• Document all interactions and resolutions in the service desk ticketing system
• Escalate complex issues to higher-level support teams as necessary
• Monitor and follow up on open tickets to ensure timely resolution
• Participate in service improvement initiatives and contribute to team goals
• Provide guidance and training to end-users on software and hardware usage
• Respond to incoming support requests via phone, email, or chat in a timely manner
• Adhere to all SLA’s for ticket handling and KPI’s associate to technician and group performance
• Coordinate training and documentation of troubleshooting and support processes
• Diagnose issues and requests using remote control tool capability, and when possible implement corrective actions and Identify opportunities to increase first call resolution rates by identifying trends
• Excellent interpersonal skills and team co-ordination
• Hands-on experience in supporting IT Service Desk
• Proactive, effectively addressing Incidents and Service Requests, having efficient policies and procedures, and using appropriate tools
• Provide Level 1 assistance to inquiries into the features, functions, and usage of software
• Receive, categorize, prioritize, log, troubleshoot and monitor all tickets (e.g., Incidents, inquiries, and Service Requests)
• Utilize a pre-defined template on every call and fill out each template completely
• Willing to work in 24/5 shift rotation (including holidays)

Skills

• BACHELOR OF COMPUTER SCIENCE
• Assist in maintaining knowledge base articles and FAQs for common issues
• Diagnose and resolve technical issues related to hardware, software, and network connectivity
• Document all interactions and resolutions in the service desk ticketing system
• Escalate complex issues to higher-level support teams as necessary
• Monitor and follow up on open tickets to ensure timely resolution
• Participate in service improvement initiatives and contribute to team goals
• Provide guidance and training to end-users on software and hardware usage
• Respond to incoming support requests via phone, email, or chat in a timely manner
• Adhere to all SLA's for ticket handling and KPI's associate to technician and group performance
• Coordinate training and documentation of troubleshooting and support processes
• Diagnose issues and requests using remote control tool capability, and when possible implement corrective actions and Identify opportunities to increase first call resolution rates by identifying trends
• Excellent interpersonal skills and team co-ordination
• Hands-on experience in supporting IT Service Desk
• Proactive, effectively addressing Incidents and Service Requests, having efficient policies and procedures, and using appropriate tools
• Provide Level 1 assistance to inquiries into the features, functions, and usage of software
• Receive, categorize, prioritize, log, troubleshoot and monitor all tickets (e.g., Incidents, inquiries, and Service Requests)
• Utilize a pre-defined template on every call and fill out each template completely
• Willing to work in 24/5 shift rotation (including holidays)

Qualifications

Must Haves

• BACHELOR OF COMPUTER SCIENCE
• Assist in maintaining knowledge base articles and FAQs for common issues
• Diagnose and resolve technical issues related to hardware, software, and network connectivity
• Document all interactions and resolutions in the service desk ticketing system
• Escalate complex issues to higher-level support teams as necessary
• Monitor and follow up on open tickets to ensure timely resolution
• Participate in service improvement initiatives and contribute to team goals
• Provide guidance and training to end-users on software and hardware usage
• Respond to incoming support requests via phone, email, or chat in a timely manner
• Adhere to all SLA's for ticket handling and KPI's associate to technician and group performance
• Coordinate training and documentation of troubleshooting and support processes
• Diagnose issues and requests using remote control tool capability, and when possible implement corrective actions and Identify opportunities to increase first call resolution rates by identifying trends
• Excellent interpersonal skills and team co-ordination
• Hands-on experience in supporting IT Service Desk
• Proactive, effectively addressing Incidents and Service Requests, having efficient policies and procedures, and using appropriate tools
• Provide Level 1 assistance to inquiries into the features, functions, and usage of software
• Receive, categorize, prioritize, log, troubleshoot and monitor all tickets (e.g., Incidents, inquiries, and Service Requests)
• Utilize a pre-defined template on every call and fill out each template completely
• Willing to work in 24/5 shift rotation (including holidays)

Benefits

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & amp; Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.