Service Desk Specialist

About the Role

TCS Israel is looking for a Service Desk Specialist to join our support team.

In this role, you will serve as the primary point of contact for end users, providing support in both Hebrew and English. You will be responsible for incident management, service request fulfillment, troubleshooting, and ensuring excellent customer experience while maintaining SLA commitments.

Key Responsibilities

• Serve as the primary point of contact for users via phone, email, chat, and self-service portals.
• Log, categorize, prioritize, and document incidents and service requests in the ITSM platform.
• Provide first-level and enhanced first-level support by resolving standard and recurring issues.
• Troubleshoot application-related, access-related, and system-related issues using established procedures and knowledge articles.
• Handle password resets, user access requests, and standard service requests.
• Escalate complex incidents to higher support teams while ensuring accurate and complete documentation.
• Communicate effectively with both Hebrew-speaking and English-speaking users and support teams.
• Monitor and manage ticket queues while ensuring compliance with service level agreements.
• Keep users informed on incident progress and resolution status.
• Contribute to the creation and maintenance of knowledge base articles and support documentation.

Requirements

• Minimum 2 years of experience in Service Desk, Help Desk, Technical Support, Application Support, or IT Support roles.
• Fluent Hebrew and English communication skills, both written and verbal.
• Strong customer-service orientation and excellent communication skills.
• Experience working with ticketing systems such as ServiceNow, Jira, Remedy, or similar platforms.
• Understanding of ITIL-based incident and request management processes.
• Experience troubleshooting Microsoft Office, Microsoft 365, user access, and common business applications.
• Ability to follow documented procedures and work within defined SLA requirements.
• Strong problem-solving skills and attention to detail.
• Ability to work effectively in a fast-paced support environment.

Nice to Have

• Experience supporting enterprise business applications.
• Familiarity with SAP, .NET, Java-based applications, or other enterprise systems.
• Experience creating and maintaining knowledge base articles.
• Understanding of automation, scripting, or self-service tools.
• ITIL Foundation Certification.

Tata Consultancy Services (TCS) is one of the world's leading IT services, consulting, and business solutions organizations, operating in more than 50 countries worldwide. We partner with leading global enterprises and deliver innovative technology solutions that help organizations accelerate their digital transformation journey.