Help Desk Specialist

Role Overview

Tata Consultancy Services (TCS) Israel is seeking a Help Desk professional to join our global support team. In this role, you will provide IT support and Service Desk services, resolving technical issues and ensuring high-quality service delivery aligned with SLAs and KPIs in a fast-paced, global environment.

Key Responsibilities

• Provide first-level (L1) technical support across hardware, software, and IT services

• Troubleshoot user issues and deliver effective resolutions within defined KPIs

• Manage incidents and service requests throughout their lifecycle

• Accurately log, track, and update all interactions in ServiceNow

• Escalate and assign tickets to relevant resolver groups when required

• Act as a liaison between end users and support teams

• Initiate and follow service outage procedures

• Contribute to continuous improvement of service performance metrics

• Maintain and update inventory (software licenses, hardware, reporting)

• Work fully onsite (no remote work option)

Required Skills & Qualifications

• Minimum 2 years of experience in Help Desk / Service Desk / IT Support

• Strong troubleshooting and problem-solving skills

• Hands-on experience with ServiceNow

• Understanding of ITIL processes

• Experience managing incidents and service requests

Technical Knowledge:

• 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 knowledge of Adobe Acrobat Pro

• Experience with remote support tools

Preferred Skills

• Experience working in a global / 24/7 support environment

• Relevant degree or IT certification

Languages

• Fluent Hebrew and English – reading, writing, and speaking

Additional Information

• Full-time onsite role

• May require shift work as part of a global operations team

About TCS

Tata Consultancy Services (TCS) is a global leader in IT services, consulting, and business solutions with over 50 years of experience partnering with leading organizations worldwide.

TCS delivers a consulting-led, cognitive-powered portfolio of business, technology, and engineering services through its Location Independent Agile™ delivery model.