Service Desk Agent

Inclusion without Exception :

TCS is an equal opportunity employer, and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation, to create a workforce that reflects the societies we operate in. Our continued commitment to Culture and Diversity and is reflected in our people stories across our workforce implemented through equitable workplace policies and processes.

About TCS :

Tata Consultancy Services is an IT services, consulting, and business solutions organization that has been partnering with many of the world’s largest businesses in their transformation journeys for over 55 years. Its consulting-led, cognitive powered portfolio of business, technology, and engineering services and solutions is delivered through its unique Location Independent Agile™ delivery model, recognized as a benchmark of excellence in software development. A part of the Tata group, India's largest multinational business group, TCS has over 615,000 of the world’s best-trained consultants in 55 countries. The company generated consolidated revenues of US $27.9 billion in the fiscal year ended March 31, 2023, and is listed on the BSE and the NSE in India. TCS' proactive stance on climate change and award-winning work with communities across the world have earned it a place in leading sustainability indices such as the MSCI Global Sustainability Index and the FTSE4Good Emerging Index.

Skills and Responsibilities :

• Knowledge of End User Computing Devices (Laptop / Desktop / VDI)
• Ability to provide technical support over the phone
• Excellent Oral and Written Communication skills
• Hands on Experience in resolving customer issues related to the infrastructure
• Assist with support of network connectivity, PCs, and VPN connectivity
• Experience in Remote Desktop Client Software
• Ability to resolve and or provide work around
• Anticipate customer needs and proactively identify solutions
• Enthusiastic Maintain high customer / end user satisfaction
• Strong in Communication skills and interpersonal skills.
• Should have good experience in troubleshooting hardware issues for both desktops and laptops.
• Should have experience in Active Directory and desktop engineering
• Hands on experience on VMware and VDI troubleshooting.
• Languages Support : Canadian French (24x7)
• Incident Management : Receive and long incoming incidents and service requests via various communication channels.
• Provide initial assessment, troubleshooting, and resolution for technical issues related to IT infrastructure services.
• Escalate incidents to higher support tiers as per defined procedures and SLAs.
• Customer Interaction : Offer excellent customer service by actively listening to user concerns, empathizing with their situation, and delivering clear and concise explanations.
• Basic Technical Troubleshooting : Assist users in diagnosing and resolving common hardware, software, and network issues.
• Troubleshoot and guide users through basic technical problems, aiming for first-call resolution.
• Documentation and Ticket Management : Create detailed incident tickets, record all relevant information, troubleshooting steps, and solutions provided.
• Maintain accurate and up-to-date records of incident status and user interactions.
• Password Resets and Access Management : Perform routine password resets and account unlocks following established security protocols.
• Assist users
• Ability to think around problems and come up with creative solutions
• Service Now Ticketing Tool Knowledge
• Microsoft Certification

Thank you for your interest in TCS. Candidates that meet the qualification for this position will be contacted within a 2-week period. We invite you to continue to apply for other opportunities that match your profile.