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
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