Service Desk Agent - Tool 2

#TCS HIRING #
Service Desk Agent - Tool 2

We are pleased to invite you for an interview scheduled on
24-Oct-26

.Interview Details:• WALKIN DRIVE 
24-Oct-26

Service Desk Agent - Tool 2
2 - 5 years
Bangalore,
NP max 45 days

Mandatory keywords-Service desk agent, active directory, M365, windows 11
Provide professional, multilingual-friendly L1 support through voice, chat, email, portal and virtual-assistant hand-off channels, delivering a consistent and contextual user experience.
Log, categorize, prioritize and resolve incidents and service requests accurately in ServiceNow, ensuring complete troubleshooting notes, user impact, evidence and closure confirmation.
Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, Active Directory / Entra ID, VPN, connectivity, endpoint, access, printer and common business-application issues.
Drive first-level resolution through remote support, guided diagnostics, approved self-heal actions and one-click fixes before escalating to resolver groups.
Maintain ownership throughout the ticket lifecycle, provide timely user updates, avoid unnecessary reassignments and escalate with clear diagnostics and supporting evidence.
Recognize major-incident symptoms, VIP/high-impact scenarios and recurring patterns, and promptly engage the escalation desk or designated support teams
Promote self-service, virtual assistant and knowledge adoption while capturing user feedback and knowledge gaps for continuous improvement.
Participate in KT, coaching, calibration, assessments, transition activities, hypercare and continuous service-improvement initiatives.