Role

- First point of contact for IT incidents via Chat, Phone & Email
- Incident logging, categorization & resolution within SLA targets
- Technical troubleshooting Windows, M365, Active Directory, VPN
- Strong understanding of SLA metrics: FRT, MTTR, FCR & CSAT
- First Call Resolution (FCR) focus across all support channels
- Shift handover documentation & ticket queue management
- ITIL Foundation certified (preferred)
- Flexible for rotational shifts incl. nights, weekends & holidays.
- Tools: ServiceNow / Jira

Must Have

- Strong communication and customer service skills
- Basic understanding of IT infrastructure (Windows OS, networking, applications)
- Knowledge of ITIL processes (Incident, Request, Problem Management) is preferred
- Ability to troubleshoot and resolve basic technical issues
- Familiarity with ServiceNow ticketing tool
- Good analytical and problem-solving skills
- Ability to multitask and work in a quick-paced environment

📌 Service Desk Management/Analyst (Chennai)
🏢 Tata Consultancy Services
📍 Chennai