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# Service Desk Agent

- **Company:** Tata Consultancy Services Limited
- **Location:** Columbus, OH, United States
- **Salary:** $50,000.0 - $55,000.0
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Network Connections, Information Technology
- **Published:** July 8, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=02cb404be512b982

## About the Role

Qualifications : BACHELOR OF COMPUTER SCIENCE

## Description

Service Desk
Roles & Responsibilities

 * Assist in maintaining knowledge base articles and FAQs for common issues.

 * Diagnose and resolve technical issues related to hardware, software, and network connectivity.

 * Document all interactions and resolutions in the service desk ticketing system.

 * Escalate complex issues to higher-level support teams as necessary.

 * Monitor and follow up on open tickets to ensure timely resolution.

 * Participate in service improvement initiatives and contribute to team goals.

 * Provide guidance and training to end-users on software and hardware usage.

 * Respond to incoming support requests via phone, email, or chat in a timely manner.

 * Adhere to all SLA's for ticket handling and KPI's associate to technician and group performance

 * Coordinate training and documentation of troubleshooting and support processes

 * Diagnose issues and requests using remote control tool capability, and when possible implement corrective actions and Identify opportunities to increase first call resolution rates by identifying trends

 * Excellent interpersonal skills and team co-ordination

 * Hands-on experience in supporting IT Service Desk

 * Proactive, effectively addressing Incidents and Service Requests, having efficient policies and procedures, and using appropriate tools

 * Provide Level 1 assistance to inquiries into the features, functions, and usage of software.

 * Receive, categorize, prioritize, log, troubleshoot and monitor all tickets (e.g., Incidents, inquiries, and Service Requests)

 * Utilize a pre-defined template on every call and fill out each template completely

 * Willing to work in 24/5 shift rotation (including holidays)


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