Service Desk Associate

TCS Hiring!!!

Role & responsibilities

• At least 3 years of previous IT Service Desk experience
• Proficient in English communication and should have experience is taking calls to support 24*7 basis to customers located in US, Europe.
• Responsible to provide remote support to all desktop infrastructure relates requests or incidents for users remotely
• Work experience in ITSM ticketing tool, tracking and closure
• Incident Management experience Managing incidents including business expectations and communication, should have experience in Major Incident Call handling
• Should have knowledge on Active Directory, should be able to manage ID creation, ID management, Password reset
• Exposure in remote connecting tool
• Basic Desktop Troubleshooting Experience on Hardware and Software
• Strong knowledge of Microsoft based operating systems (Windows 7)
• Microsoft based Office 365 applications
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
• Look out for areas of improvement to help enhance user experience from desktop support perspective.
• Should be flexible to work in any shifts/Weekends
• Knowledge on Customer satisfaction and handing customer experience
• Should have experience in installing approved software remotely

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role