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.- ServiceNow 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, ServiceNow, Office365, Windows Troubleshooting Skills

15 years of Continuous Education.

📌 Service Desk Associate (Mumbai)
🏢 TCS
📍 Mumbai