Role Summary The Service Desk Associate (L1) provides first-line IT support to end users through voice, chat, email, and self-service channels. The role focuses on incident logging, service request fulfillment, basic troubleshooting, First Contact Resolution (FCR), and delivering a positive customer experience while meeting SLA commitments.

Key Responsibilities

- Provide Level 1 support through voice and chat channels.
- Log, categorize, prioritize, and assign incidents and service requests.
- Perform initial diagnosis and troubleshooting following standard procedures.
- Resolve common issues at first contact whenever possible.
- Escalate unresolved incidents to L1.5/L2 support teams as required.
- Follow Knowledge Base Articles (KBAs), SOPs, and work instructions.
- Maintain accurate and detailed ticket documentation in ServiceNow.
- Communicate effectively with end users regarding ticket progress and resolution.
- Meet SLA, productivity, quality, and customer satisfaction targets.
- Participate in shift handovers and support 24x7 operations.

📌 IT IS_Service Desk (Hyderabad)
🏢 Tata Consultancy Services
📍 Hyderabad