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TC
Tata Consultancy Services Limited
Service Desk Analyst / Infrastructure Service Desk Support Associate
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Job Description
Must Have Technical/Functional Skills
- 1-2 years of hands-on experience in Infrastructure Service Desk / IT helpdesk operations.
- Experience handling end-user tickets, service requests, incidents, and basic troubleshooting for workplace IT services.
- Basic understanding of ITIL-based incident management, service request fulfillment, escalation, SLA adherence, and ticket documentation.
- Working knowledge of Windows desktop/laptop support, Microsoft 365/Office, Outlook/Teams, VPN, password resets, network connectivity, printers, and common end-user applications.
- Ability to triage incidents, gather required details, follow runbooks/knowledge articles, and route tickets to the correct resolver groups.
- Strong written and verbal communication skills with proactive status updates to end users and stakeholders.
- Customer-focused attitude, ownership mindset, attention to detail, and ability to work in a structured support environment. Roles & Responsibilities
- Act as first-level point of contact for infrastructure service desk tickets, calls, emails, and user requests.
- Log, categorize, prioritize, troubleshoot, resolve, or escalate incidents and service requests as per agreed process.
- Provide timely and proactive status updates to end users until closure, including expected next steps and escalation status.
- Perform basic troubleshooting for desktop, laptop, Microsoft 365, communication tools, network access, VPN, printer, password, and application access issues.
- Maintain quality ticket notes, resolution details, knowledge-base references, and handoff information for L2/L3 teams.
- Follow defined SOPs, runbooks, ITSM workflows, SLA targets, and escalation matrix.
- Support shift handovers, daily operational status reporting, open-ticket follow-up, and aging-ticket tracking.
- Contribute to service improvements by identifying recurring issues, updating knowledge articles, and improving user communication templates. Generic Managerial Skills, If any
- Proactive communication and ability to share clear status updates with end users and internal stakeholders.
- Good coordination with resolver groups, onsite/offshore teams, and account leadership for pending tickets and escalations.
- Ability to manage priorities, follow up on open items, and maintain service-desk hygiene in a time-bound manner.
- Professional customer-service mindset with patience, clarity, and ownership during user interactions.