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Service Desk Agent

Keywords / Skills : Installation, Configuration, Troubleshooting

1 - 3 years
Posted: 2017-07-18

IT/ Computers - Software
Technical Support Engineer
Posted On
18th Jul 2017
Job Description
First level troubleshooting of all the calls received at the Service Desk.

Identify and resolve all technical issues related to their helpdesk assigned tickets/requests.

Receive, track, answer and resolve end-user calls for all resolve-able and in-scope categories.

Root Cause Analysis for helpdesk Severity 1/Severity 2 issues

Develop and document service desk operational process and procedures

Escalation of unresolved tickets to appropriate L2 and L3 teams

Streamline existing Incident, Service Request, Problem and Change Management processes

Review and re-design Helpdesk procedures based on functionality of new tool.

Install and Troubleshoot Client specific applications on Desktop/Laptop.

Track all the tickets from opening to closure.

Updating of tickets on regular basis.

Provide SMS alerts to Deskside support consultants using ticket logging system.

Good Bahasa and English language writing and verbal skills

About Company

Tata Consultancy Services is an IT services, consulting and business solutions organisation that delivers real results to global business, ensuring a level of certainty no other firm can match. TCS offers a consulting-led, integrated portfolio of IT, BPS, infrastructure, engineering and assurance services. This is delivered through its unique Global Network Delivery Model™, recognised as the benchmark of excellence in software development. A part of the Tata group, India’s largest industrial conglomerate, TCS has over 378,000 of the world’s best-trained consultants in 45 countries. The company generated consolidated revenues of US $16.5 billion for year ended March 31, 2016 and is listed on the BSE (formerly Bombay Stock Exchange) and the NSE (National Stock Exchange) in India. For more information, visit us at

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