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)

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• Share feedback when AI suggestions, knowledge articles, or chatbot responses are incorrect, outdated, or incomplete.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. 3 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.