Job highlights

- 36 years experience in IT Service Desk with expertise in Windows OS, Microsoft 365, Active Directory, and ITIL processes
- Provide first and second-level IT support, troubleshoot enterprise applications, manage user accounts, meet SLA targets, and coordinate with technical teams

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 strong 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 • Robust 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