> Markdown version of [/jobs/ext/258996-it-service-desk-executive](https://www.wearedevelopers.com/jobs/ext/258996-it-service-desk-executive). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Executive - **Company:** Tata Consultancy Services Limited - **Location:** Holland, MI, United States - **Salary:** $60,000.0 - $80,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Antivirus Softwares, IBM System I, Cyber Security, Linux, Identity and Access Management, Mainframes, Networking Basics, Routing, PuTTY, Software Deployment, TeamViewer, Data Logging, Cyberark, Computerised Systems, DameWare, Information Technology, Hardware Infrastructure - **Published:** May 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=8b910a3c1a923350 ## About the Role * Comprehensive knowledge of computer systems and experience troubleshooting hardware and software * Technical Knowledge: Basic understanding of operating systems (Windows/Linux), networking principles, and hardware components. * Domain Knowledge: Retail, Supply Chain * Communication: Strong verbal and written skills for customer interaction. * Problem-Solving: Ability to analyze issues and follow SOPs to find solutions. * Experience/Education: Equivalent experience in a help desk environment. * Follow up with customers to ensure satisfactory service Good-to-Have * Exposure to Ticketing tools Cherwell, BMC Helix, Autotask * Exposure to Identity Management tools like CyberArk * Exposure to Active Directory * Remote Tool: TeamViewer, Quick Assist, RDC, Ivanti, Dameware * Security Products : AntiVIrus, Zscaler, CiscoVPN * Exposure to Putty, AS400 Mainframe systems * Added advantage if candidate possess ITIL certification. * Possess a high school diploma or equivalent. * Demonstrate proficient communication skills - written and verbal in English * Demonstrate proficient keyboard and computer skills. * Demonstrate exemplary customer service skills ## Description An L1 Technical Support engineer acts as the initial point of contact for users, providing first-line troubleshooting for hardware, software, and network issues via phone, email, or chat. They resolve basic problems using predefined scripts, document tickets in tracking systems, and escalate complex issues to L2/L3 support. Desired Competencies (Technical/Behavioral Competency) Must-Have * Respond to user inquiries and requests for IT support through Phone, Chat and Email. * Customer Support: Responding to queries and guiding users through step-by-step solutions. * Provide guidance and instructions to users on how to use IT systems and applications. * Technical Troubleshooting: Resolving common issues like password resets, software installations, and printer issues. * Incident Management: Logging, tracking, and closing support tickets using ticketing systems. * Service Request Management: Logging, tracking and closing service requests. * Onboarding, Offboarding Request Management: Sorting onboarding and offboarding requests, giving access, assigning requests to L2 teams for access, coordinating with Secops. * Escalation: Routing complex or unresolved technical problems to higher-level engineers. * Documentation: Updating knowledge bases and technical documentation. * White Glove/Walk up Service: Assist customers that walk up in person for assistance * Install, configure, and maintain IT equipment and software * Participate in knowledge sharing and training activities. * Stay up-to-date with the latest IT technologies and trends. * Excellent communication and interpersonal skills ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Agile work at CARIAD – Creating a customer web application for controlling the vehicle ](https://www.wearedevelopers.com/videos/200-agile-work-at-cariad-creating-a-customer-web-application-for-controlling-the-vehicle) - [A Technical Introduction to Bitcoin's 2nd Layer- The Lightning Network](https://www.wearedevelopers.com/videos/15-a-technical-introduction-to-bitcoin-s-2nd-layer-the-lightning-network) - [Docker exec without Docker](https://www.wearedevelopers.com/videos/1094-docker-exec-without-docker) ## Related Articles - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [Best Companies in the Netherlands: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/193-best-companies-in-the-netherlands-top-25-companies-in-2023) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)