Roles and Responsibilities

Hands-on exposure to Nexthink, with the ability to proactively monitor endpoint health, identify potential issues on users devices, and support timely diagnosis and resolution before service impact occurs.

Provide professional, multilingual-friendly L1 support through voice, chat, email, portal and virtual-assistant hand-off channels, delivering a consistent and contextual user experience.

Log, categorize, prioritize and resolve incidents and service requests accurately in ServiceNow, ensuring complete troubleshooting notes, user impact, evidence and closure confirmation.

Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, Active Directory / Entra ID, VPN, connectivity, endpoint, access, printer and common business-application issues.

Drive first-level resolution through remote support, guided diagnostics, approved self-heal actions and one-click fixes before escalating to resolver groups.

Maintain ownership throughout the ticket lifecycle, provide timely user updates,



avoid unnecessary reassignments and escalate with clear diagnostics and supporting evidence.

Recognize major-incident symptoms, VIP/high-impact scenarios and recurring patterns, and promptly engage the escalation desk or designated support teams

Promote self-service, virtual assistant and knowledge adoption while capturing user feedback and knowledge gaps for continuous improvement.

Participate in KT, coaching, calibration, assessments, transition activities, hypercare and continuous service-improvement initiatives.

Desired Candidate Profile

- 6-11 years of experience in a similar role providing L1 support for Microsoft products like Dynamics AX/CRM/ERP/Power Platform.

- Solid knowledge of Microsoft technologies including Azure Active Directory, Exchange Online, SharePoint Online, Teams Admin Center etc. .

📌 Walk-in || Service Desk Agent - Tool 1 Walkin Chennai
🏢 Tata Consultancy Services
📍 Chennai