Service Desk Associate
Service Desk Associate
Location: Noida
Experience: 2 years to 4years
Interview Mode: Online Interview
Interview Date: 17th Sep 2025 (Thursday)
Interview Time: 12: 30 AM to 6: 00 PM
Mandatory: Service Desk Associate
Must-Have:
- Provide Level 1 support for all in scope of service via Phone/Chat/Email. - Act as a single point of contact (SPOC) for all user requests, and resolve issues on first call, or route to the appropriate resolving support group. - Perform active case management and be accountable for end-to-end delivery of requests that originate with them and is responsible for ensuring resolution is driven by all downstream support groups. - Monitor Incident or Problem status to facilitate Incident/Problem closure within defined service level standards or escalate in accordance with the escalation management process. - Develop, establish and maintain call prioritization guidelines and escalation procedures.



- Provide a system’s status recording with status information such as known Major Incidents and estimated recovery time. - Service Now Queue Management - Incident, Service Request, Problem & Change. - Ensure all the specified SLAs are met in accordance with the customer agreement. - Maintain and drive the call quality keeping customer satisfaction as priority. - Escalate customer concerns on a timely basis and follow up to closure. - Take end to end ownership of call and ticket to ensure timely closure and resolution. - Follow the quality parameters as specified by the quality protocol and process to be followed. - Comfortable with a 24x7 shift schedule. - Positive Communication Skills - 100% Work from Office
Key responsibilities:
- Knowledge Service Desk environment - Knowledge of ITSM Tool Service Now - Knowledge of ITIL Processes - Active Directory, Service Now, Office365, Windows Troubleshooting Skills
15 years of Continuous Education.

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