Service Desk Agent

Job Overview

Tata Consultancy Services is seeking a Service Desk Agent based in Chennai, India, to provide first-level IT support and troubleshooting for users. This role focuses on handling hardware and software issues, coordinating with different stakeholders, and maintaining IT service quality in a 24x7 environment.

Key Responsibilities

• Diagnose and resolve basic hardware issues including PCs, peripherals, printers, and scanners.
• Handle basic networking problems covering LAN, WAN, wireless connectivity, and VPN-related concerns.
• Troubleshoot email applications such as Outlook and Teams effectively.
• Escalate unresolved incidents to second and third-tier support teams properly.
• Maintain and update Standard Operating Procedures and knowledge base documentation regularly.
• Collaborate with multiple stakeholders including the Management Incident Manager (MIM).
• Work within ITIL framework processes including incident, asset, problem, and change management.
• Be prepared to work in a 24x7 operation environment.
• Apply automation mindset and have exposure to AI tools and concepts to improve support efficiency.

Qualifications and Skills

• Excellent verbal and written communication skills.
• Basic technical knowledge in PC hardware troubleshooting and peripheral device support.
• Fundamental networking knowledge with troubleshooting skills.
• Understanding of ITIL processes and service management principles.
• Ability to coordinate and communicate across multiple teams and stakeholders.

Additional Information

Applicants should be graduates and open to working shifts in a 24x7 support model. Exposure to automation technologies and AI concepts is desirable to enhance service delivery.