Service Desk Agent

Roles & 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 SLAs for ticket handling and KPIs associate to 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 and Identify opportunities to increase first call resolution rates by identifying trends • Excellent interpersonal skills and team co-ordination • Hands-on experience in supporting IT Service Desk • Proactive, effectively addressing Incidents and Service Requests, having efficient policies and procedures, and using appropriate tools • Provide Level 1 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 24/5 shift rotation (including holidays) Generic Managerial Skills, If any Verbal and written communication

Salary Range: $50,000 - $55,000 a Year
TCS Employee Benefits Summary: 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 & amp; Training Reimbursement. Time Off: Vacation, Time Off, Sick Leave & Holidays. Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

In order tocomply with U.S. laws and regulations pertaining to this position, theperson(s) hired must be a U.S. Citizen or U.S. Permanent Resident (i.e. GreenCard Holder),

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