Job Title

Must Have Technical/Functional Skills * 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 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) Salary Range $ 60,000-$ 70,000 years 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 & Training Reimbursement. Time Off: Vacation, Time Off, Sick Leave & Holidays. Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing. #LI-SP1