Service Desk Agent

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 associated with 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; identify opportunities to increase first call resolution rates by identifying trends. Provide Level1 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 a 24/5 shift rotation, including holidays. Qualifications Hands‑on experience in supporting an IT Service Desk. Proactive, effectively addressing Incidents and Service Requests, having efficient policies and procedures, and using appropriate tools. Excellent interpersonal skills and team coordination. High‑school diploma or equivalent; bachelor’s degree in Computer Science or a related field preferred. Benefits Discretionary Annual Incentive. Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans. Family Support: Maternal & Parental Leaves. Insurance Options: Auto & Home Insurance, Identity Theft Protection. Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement. Time Off: Vacation, Personal Time Off, Sick Leave & Holidays. Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing. Location Columbus, OH Salary $50,000–$55,000 a year #J-18808-Ljbffr Tata Consultancy Services