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