Service Desk Analyst

Interview Mode : Weekend walking drive (Face to face ) Interview Date : 11-Apr-26 (Ahmedabad) Role : Service Desk Experience : 2 to 8 years Location : Tata Consultancy Services Ltd, GarimaPark SEZ, DA College Road, Info City,Gandhinagar, Gujarat 382007 Desired Competencies (Technical/Behavioral Competency) Role and Responsibilities (Accountabilities) : Provide first level technical support via voice calls and chat for end users. Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow . Handson experience with ServiceNow Follow ITSM/ITIL best practices for incident and request management. Must be familiar with ITSM processes Troubleshot issues related to hardware, software, network connectivity, and user access. Proficiency troubleshooting common IT issues: Active Directory, VPN, Citrix, VDI . Ensure timely resolution or escalation of tickets within defined SLAs. Maintain accurate documentation of issues, solutions, and user interactions. Collaborate with internal teams to ensure seamless service delivery. Participate in EST Hours rotational shift , including nights, weekends, and holidays.

Report to the office daily as per company policy. Experience supporting global users Maintain high levels of customer satisfaction