Role & responsibilities

Service Desk Associate L1

Role Summary 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.

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Technical Skills

- ServiceNow ITSM or similar ticketing tool.
- Genesys or equivalent voice/chat platform.
- Windows 10/11 operating systems.
- Microsoft Office 365 applications (Outlook, Teams, Word, Excel, PowerPoint).
- Password reset and account unlock procedures.
- VPN connectivity support.
- Printer and peripheral troubleshooting.
- Email and collaboration tool support.
- Basic remote troubleshooting techniques.

Valuable to Have

- ITIL Foundation certification.
- Experience in an enterprise/global Service Desk environment.
- Knowledge of Active Directory user administration.
- Experience supporting multilingual users.
- Exposure to remote support tools such as BeyondTrust, TeamViewer, Bomgar, or SCCM.
- Understanding of SLA and KPI measurements.

📌 IT IS_Service Desk (Hyderabad)
🏢 Tata Consultancy Services
📍 Hyderabad