Service Desk Specialist

About the role

We are seeking a Service Desk Specialist to join TCS Israel’s support team. The role serves as the primary point of contact for end‑users, handling incidents and service requests in both Hebrew and English while ensuring a high‑quality customer experience and adherence to SLA commitments.

Key responsibilities

• Receive and log user inquiries via phone, email, chat and self‑service portals, categorising and prioritising tickets in the ITSM platform.
• Provide first‑level and enhanced first‑level support, resolving standard and recurring issues related to applications, access and systems.
• Perform password resets, user access provisioning and routine service requests.
• Troubleshoot Microsoft Office, Microsoft 365 and other common business applications using documented procedures and knowledge articles.
• Escalate complex incidents to higher‑level teams with complete documentation.
• Monitor ticket queues to ensure compliance with SLA targets and keep users informed of progress.
• Contribute to knowledge‑base creation and maintenance.

Required profile

• Minimum 2 years of experience in Service Desk, Help Desk, Technical Support or related IT support roles.
• Fluent written and spoken Hebrew and English.
• Strong customer‑service orientation and communication skills.
• Familiarity with ITIL‑based incident and request management processes.

Required skills

• Ticketing tools such as ServiceNow, Jira or Remedy.
• Microsoft Office and Microsoft 365 troubleshooting.
• Basic knowledge of enterprise applications (e.g., SAP.NET, Java).
• Understanding of automation, scripting or self‑service tools.
• ITIL Foundation certification (preferred).