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Service Desk Agent
Job in
Cincinnati, Hamilton County, Ohio, 45208, USA
Listed on 2026-02-19
Listing for:
Tata Consultancy Services
Full Time
position Listed on 2026-02-19
Job specializations:
-
IT/Tech
HelpDesk/Support, IT Support, Technical Support
Job Description & How to Apply Below
Job Description
Service Desk Agent
The Service Desk Engineer is responsible for handling Level 1-2 incidents for the organization’s IT environment.
Essential Functions- Act as a single/first point of contact for phone calls and chats for IT issues and queries
- Troubleshoot basic (L1 and L2) issues as per standard operating procedure
- Updating knowledge base as and when required
- Escalate unresolved calls to appropriate teams
- Log all calls in Service Now
- Take ownership of user issues and communicate progress in a timely manner
- Adhere to defined standards, policies and procedures
- Participating in persistent group chats2
- Compliance with Audit policy
- Production Support
- 2–4 years of experience in desktop support or engineering.
- Knowledge of ITIL practices and service management tools (e.g., Service Now).
- Windows server experience a plus.
- Analytical
- Attention to detail
- Collaboration
- Data driven
- Judgement
- Problem solving/analysis
- Teamwork
Salary Range- $50,000-$55,000 a year
QualificationsBACHELOR OF COMPUTER SCIENCE
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