Service Desk Analyst

Role Overview

Tata Consultancy Services (TCS) Israel is seeking a Service Desk Analyst to join our support team in Tel Aviv. In this role, you will provide first-level technical support, serving as a single point of contact for IT-related issues, incidents, and service requests from end users.

Key Responsibilities

• Provide first-level support through handling incoming queries and help requests from end users.
• Ensure timely resolution or escalation of incidents and communicate progress to end users.
• Create detailed notes of issues and document resolutions.
• Take ownership of issues and actively facilitate the resolution of reported incidents and user technical issues.
• Work collaboratively with team members to support service delivery.
• Work from the client office and participate in an 8x5 shift roster.

Required Skills & Qualifications

• 0-2 years of experience.
• Customer service skills.
• Problem-solving skills.
• Strong communication skills in Hebrew and English.
• Team collaboration skills.
• Basic understanding of Windows operating systems and Microsoft Office Suite.

Preferred Skills

• Troubleshooting technical issues (Tier 1) related to Windows desktop OS, proprietary software, virtual desktop environments, mobile operating systems, printers, and other related IT systems.
• Experience with provisioning, maintenance, and removal of user security privileges.
• Troubleshooting experience with Microsoft desktop operating systems and software-related issues.
• ITIL Foundation knowledge.
• Phone handling skills.

Languages

• Fluent Hebrew and English, both written and spoken.

Additional Information

• Full-time position.
• Onsite role in Tel Aviv.
• 8x5 shift model.

About TCS

Tata Consultancy Services (TCS) is a global leader in IT services, consulting, and business solutions, partnering with leading organizations worldwide to deliver business and technology transformation.