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TC
Tata Consultancy Services Limited
Service Desk Analyst / Infrastructure Service Desk Support Associate
Career Insights for Help Desk Technician / Analyst
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Scorecard
Based on Ohio data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$50,076 / year median in Ohio
-7% projected decline
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.