Service Desk Analyst / Infrastructure Service Desk Support Associate

TCS offers a competitive base salary range of $50,000 to $60,000 per annum.

Skills

• 1-2 years of hands-on experience in Infrastructure Service Desk / IT helpdesk operations
• Experience handling end-user tickets, service requests, incidents, and basic troubleshooting for workplace IT services
• Basic understanding of ITIL-based incident management, service request fulfillment, escalation, SLA adherence, and ticket documentation
• Working knowledge of Windows desktop/laptop support, Microsoft 365/Office, Outlook/Teams, VPN, password resets, network connectivity, printers, and common end-user applications
• Ability to triage incidents, gather required details, follow runbooks/knowledge articles, and route tickets to the correct resolver groups
• Strong written and verbal communication skills with proactive status updates to end users and stakeholders
• Customer-focused attitude, ownership mindset, attention to detail, and ability to work in a structured support environment
• Proactive communication and ability to share clear status updates with end users and internal stakeholders
• Good coordination with resolver groups, onsite/offshore teams, and account leadership for pending tickets and escalations
• Ability to manage priorities, follow up on open items, and maintain service-desk hygiene in a time-bound manner
• Professional customer-service mindset with patience, clarity, and ownership during user interactions

Responsibilities

• Act as first-level point of contact for infrastructure service desk tickets, calls, emails, and user requests
• Log, categorize, prioritize, troubleshoot, resolve, or escalate incidents and service requests as per agreed process
• Provide timely and proactive status updates to end users until closure, including expected next steps and escalation status
• Perform basic troubleshooting for desktop, laptop, Microsoft 365, communication tools, network access, VPN, printer, password, and application access issues
• Maintain quality ticket notes, resolution details, knowledge-base references, and handoff information for L2/L3 teams
• Follow defined SOPs, runbooks, ITSM workflows, SLA targets, and escalation matrix
• Support shift handovers, daily operational status reporting, open-ticket follow-up, and aging-ticket tracking
• Contribute to service improvements by identifying recurring issues, updating knowledge articles, and improving user communication templates

Qualifications

Bachelor of Computer Science

Benefits

• 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