Job Description

Role Summary

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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.

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Key Responsibilities

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