Service Desk Technician (L1 Engineer)

About the role

Tata Consultancy Services (TCS) in Australia is seeking a Service Desk L1 Engineer to join its growing IT support team. You will be the first point of contact for end‑users, providing timely assistance on Windows, Microsoft 365 and networking issues while ensuring service level agreements are met.

Key responsibilities

• Receive, log, categorize and prioritize incidents and service requests.
• Provide first‑level technical support for hardware, software, and application issues.
• Resolve all incidents within L1 scope before escalation to L2/L3 teams.
• Maintain accurate ticket updates, communicate with customers and monitor queues for SLA adherence.
• Create and update knowledge‑base articles, SOPs and document root causes and resolutions.

Required profile

• 3+ years of experience in an IT Service Desk or Technical Support role.
• Strong communication and customer‑service skills.
• Ability to prioritize incidents and work within defined SLA timelines.
• Preferred certifications: ITIL Foundation, Microsoft Fundamentals (MS‑900), CompTIA A+.

Required skills

• Service Desk and ticket handling
• O365 / Microsoft 365
• Windows operating system
• Basic networking and VPN troubleshooting
• Active Directory
• ITSM tools such as ServiceNow, Remedy or Freshservice

What we offer

• Competitive salary package aligned with the Australian market, plus performance incentives.
• Opportunities for global exposure while delivering solutions to leading Australian enterprises.
• Supportive leadership that encourages initiative and innovation.
• Clear pathways for long‑term career growth within a world‑leading consultancy.