- First point of contact for IT incidents via Chat, Phone & Email
- Open to 24/7 shift duties; Chennai-based office location
- Incident logging, categorization & resolution within SLA targets
- Technical troubleshooting Windows, M365, Active Directory, VPN
- Strong understanding of SLA metrics: FRT, MTTR, FCR & CSAT
- First Call Resolution (FCR) focus across all support channels
- Shift handover documentation & ticket queue management
- ITIL Foundation certified (preferred)
- Flexible for rotational shifts incl. nights, weekends & holidays.
- Tools: ServiceNow / Jira
Must Have
- Robust communication and customer service skills
- Basic understanding of IT infrastructure (Windows OS, networking, applications)
- Knowledge of ITIL processes (Incident, Request, Problem Management) is preferred
- Ability to troubleshoot and resolve basic technical issues
- Familiarity with ServiceNow ticketing tool
- Good analytical and problem-solving skills
- Ability to multitask and work in a fast-paced environment
📌 Tcs hiring For Senior Service desk Agent For Chennai
🏢 Tata Consultancy Services
📍 Chennai
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