Service Desk Analyst

Role Overview

Tata Consultancy Services is hiring a Service Desk Analyst in Chennai. The role focuses on handling user service requests through an ITSM platform, ensuring each request is processed accurately, documented properly, and closed within agreed timelines.

Key Responsibilities

• Take in, record, and track service requests from client users through ServiceNow or another approved IT service management tool.
• Complete service requests by adhering to sanctioned SOPs, workflows, and knowledge-base guidance.
• Keep thorough records of request progress, approvals, updates, and final closure details.
• Provide clear, professional status updates and completion communication to end users.
• Track assigned requests closely to meet SLA targets and deliver resolutions on time.
• Spot cases that need escalation and forward them to the right resolver teams according to process.
• Follow client policies, audit expectations, and service governance requirements at all times.

Eligibility

Candidates with any graduate degree can apply.

Skills and Tools

This position requires familiarity with IT service desk operations, request handling, incident/process workflows, and ticketing systems such as ServiceNow. Knowledge of ITSM and ITIL-aligned practices is useful for success in the role.

Additional Information

Location: Chennai, India.