IT Service Desk

TCS is looking for an IT Service Desk

Work modality: on-site (To consider your application you must be available to work from office in Queretaro [Pie de la cuesta, Jardines de la Hacienda and Campo Militar]) Salary mentioned in Computrabajo is the maximum amount to offer, to negotiate it after the interview.

Job summary

The Service Desk Agent will provide front-line and L1.5 technical support for end users during the Service Desk transition and steady-state operations. The role is focused on effective ticket handling, first-level troubleshooting, basic advanced diagnostics, user communication, SLA adherence, and timely escalation to resolver teams when required.

Key Responsibilities

• Act as the first point of contact for users through phone, chat, email, portal, and ITSM tickets.
• Log, categorize, prioritize, update, and close incidents and service requests accurately in ServiceNow or the agreed ITSM tool.
• Provide L1 and L1.5 support for endpoint devices, Microsoft 365 services, identity and access management, network connectivity, VPN, standard business applications, and related end-user computing technologies.
• Support common account and access activities such as password reset, account unlock, MFA guidance, group / access request follow-up, and standard provisioning checks.
• Leverage remote support tools, knowledge articles, standard operating procedures (SOPs), and established troubleshooting practices to diagnose and resolve end-user issues efficiently.
• Provide clear updates to users on ticket status, next steps, expected timelines, and resolution details.
• Escalate unresolved issues to the correct resolver group with complete troubleshooting notes, impact details, screenshots, error messages, and user contact details.
• Utilize approved AI-enabled support tools, virtual assistants, and knowledge management resources to assist with troubleshooting, issue resolution, and improved user experience.
• Validate AI-generated recommendations and follow approved procedures before implementing resolutions or communicating with users.
• Share feedback when AI suggestions, knowledge articles, or chatbot responses are incorrect, outdated, or incomplete.

Required Skills and Qualifications

• Advanced English communication
• Min. 2 years of experience in Service Desk, desktop support, or IT support environment preferred
• Working knowledge of Windows, Mac OS, Microsoft 365, Outlook, Teams, Active Directory, VPN, printers, mobile devices, and basic networking.
• Hands-on experience with ITSM tools, preferably ServiceNow, for incident, request, SLA, assignment group, and knowledge article handling.

What we offer to you:

• Direct contract (indeterminate time with initial probation period)
• Full payroll scheme
• Benefits of the law and above

Tata Consultancy Services is an equal opportunity employer, our commitment to diversity & inclusion drives our efforts to provide equal opportunity to all candidates who meet our required knowledge & competency needs, irrespective of any socio-economic background, race, color, national origin, religion, sex, gender identity/expression, age, marital status, disability, sexual orientation or any others. We encourage anyone interested to build a career in TCS to participate in our recruitment & selection process.

-Requerimientos-

• Educación mínima: Educación media superior -Bachillerato General
• 2 años de experiencia
• Idiomas: Inglés
• Conocimientos: It, Service desk, Servicio al cliente, Soporte técnico, Atención al cliente
• Palabras clave: tecnologias, la, informacion, it, servicio, service, mostrador, desk, expositor, exhibitor