Help Desk Specialist

About the role

Tata Consultancy Services (TCS) Israel is looking for a Help Desk Specialist to join its global support team. The role involves delivering first‑line IT support to internal users, troubleshooting hardware, software and service issues, and ensuring service quality in line with SLAs and KPIs. The position is full‑time and onsite.

Key responsibilities

• Provide first‑level (L1) technical support for hardware, software, and IT services.
• Troubleshoot user issues and resolve them within defined KPIs.
• Manage incidents and service requests throughout their lifecycle using ServiceNow.
• Log, track, and update all interactions accurately in ServiceNow.
• Escalate and assign tickets to appropriate resolver groups when needed.
• Act as a liaison between end users and support teams.
• Initiate and follow service‑outage procedures.
• Maintain and update inventory of software licenses, hardware, and reporting.
• Contribute to continuous improvement of service performance metrics.

Required profile

• Minimum 2 years of experience in Help Desk, Service Desk or IT Support.
• Strong troubleshooting and problem‑solving abilities.
• Hands‑on experience with ServiceNow and understanding of ITIL processes.
• Fluent in Hebrew and English (reading, writing, speaking).
• Willingness to work onsite and potentially shift work as part of a 24/7 global operation.

Required skills

• ServiceNow
• Microsoft 365 (M365)
• Active Directory & Identity Management
• Windows OS, printers, shared folders, VPN, LAN & Wi‑Fi
• iOS devices (iPhone, iPad) and mobility management
• Microsoft Teams and collaboration tools
• Basic Adobe Acrobat Pro
• Remote support tools