Desired Competencies (Technical/Behavioral Competency)

Must-Have

Strong communication skills to handle global customers

Prior Service Desk Experience

Strong technical knowledge of information technology systems and infrastructure

Knowledge of MS office/O365

Basic knowledge of L1 troubleshooting

Basic understanding of Network components

Categorize and record reported queries and provide solutions

Acting as a point of contact to support service users and customers

Monitor issues from start to resolution

Escalate, if needed, unresolved problems to a higher level of support

Provide essential online security advice and support 24x7 rotational shifts

Being accountable for resolving the incidents via workaround or permanent fix





Ensuring assigned reports are maintained and up-to-date

Knowledge of ITIL framework

Practical Knowledge of an ITSM tool

Positive-to-Have

Understanding of Incidents, mitigation, and incident response frameworks

Experienced in communicating with senior management and executives

Knowledge of relevant laws and regulations related to incident response and data privacy

Ability to stay calm under pressure and make sound decisions in crisis situations

Basic knowledge of Ivanti Service Manager tool.

Knowledge of Active Directory

Knowledge of SCCM

📌 Service Desk Associate (Noida)
🏢 Tata Consultancy Services
📍 Noida