Service Desk Lead
Tata Consultancy Services · Blue Bell, PA · 2 mo ago
Information Technology$55k–$70k/yrFull-time
Must Have Technical/Functional Skills
- ServiceDesk E2
- ITIL
- Windows
- MAC
- Networking
Roles & Responsibilities
- Ticket Logging: Receive, log, and categorize incidents and service requests.
- First-Level Support: Provide initial troubleshooting and resolution using knowledge base.
- User Assistance: Support users with common issues (password reset, access, basic IT issues).
- Escalation: Identify unresolved issues and escalate to L2/L3 as per SLA.
- SLA Adherence: Ensure timely response and resolution within agreed SLAs.
- Documentation: Update tickets with accurate actions and resolution details.
- Communication: Keep users informed on status and closure.
Qualifications
- Bachelor of Computer Science
Pay
$55,000 to $70,000 per annum
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