Position Summary :

The Service Desk Agent provides first and second-level IT support to end users, ensuring timely resolution of incidents and service requests. The role requires robust troubleshooting skills, customer service orientation, and experience working within ITIL-based service management environments.

Experience 36 years of experience in IT Service Desk, Technical Support, or End User Support roles. Key Responsibilities • Handle incidents, service requests, and queries via phone, email, chat, and ticketing tools. • Troubleshoot Windows, Microsoft 365, Outlook, Teams, VPN, printers, and common enterprise applications. • Manage user accounts, password resets, and access requests through Active Directory and related systems. • Meet SLA targets for ticket response and resolution. • Perform ticket categorization, prioritization, escalation, and documentation. • Provide remote support to global users. • Create and maintain knowledge base articles. • Coordinate with infrastructure, network,



and application teams for issue resolution. Required Skills • Strong knowledge of Windows OS and Microsoft 365. • Experience with Active Directory and account management. • Familiarity with ITSM tools such as ServiceNow, Remedy, or Jira Service Management. • Understanding of ITIL processes (Incident, Request, Problem, and Change Management). • Excellent communication and customer service skills. • Basic networking and VPN troubleshooting knowledge. Preferred Qualifications • Bachelor’s degree in Computer Science, Information Technology, or related field. • ITIL Foundation certification preferred. • Experience supporting global enterprise environments. Key Competencies Customer Focus, Problem Solving, Communication Skills, Team Collaboration, Technical Troubleshooting, Time Management, and Ownership

📌 Service Desk Agent (Hyderabad)
🏢 Tata Consultancy Services
📍 Hyderabad