Job Title: Service Desk Associate

Location: Noida
Experience: 3-4 Years

Key Responsibilities

- Respond to incoming calls, emails, and chats from users and log incidents/service requests.
- Provide Level 1 (L1) troubleshooting for hardware, software, network, and O365-related issues.
- Categorize, prioritize, and track incidents based on business impact and urgency.
- Monitor incidents from initiation to closure and ensure timely resolution.
- Escalate unresolved issues to the appropriate support teams when required.
- Create and maintain incident records, reports, and knowledge base articles.
- Collaborate with cross-functional teams to resolve user issues efficiently.
- Communicate updates and resolutions to end users and stakeholders.
- Follow ITIL-based incident management processes and best practices.

Required Skills

- 3-4 years of experience in Service Desk/Desktop Support/IT Helpdesk.




- Solid verbal and written communication skills.
- Experience supporting global customers.
- Good knowledge of Microsoft Office 365 (O365).
- Basic troubleshooting knowledge of Windows operating systems, applications, and hardware.
- Understanding of network fundamentals (LAN, WAN, VPN, DNS, DHCP).
- Knowledge of ITIL framework and Incident Management processes.
- Hands-on experience with ITSM tools (ServiceNow, Ivanti, Remedy, etc.).
- Ability to manage multiple incidents and prioritize effectively.

Preferred Skills

- Knowledge of Active Directory (User Management, Password Reset, Account Unlock).
- Basic understanding of SCCM.
- Familiarity with Ivanti Service Manager.
- Understanding of incident response, mitigation, and problem management.

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