Desktop Support Engineer - Tata Consultancy Services in Wolverhampton

Role: Desktop Support Engineer

Job Type: Permanent

Location: Wolverhampton, UK (Onsite)

Number of hours: 40 hours per week – full time

Responsibilities

• Build strong relationships with a diverse range of stakeholders.
• Gain access to endless learning opportunities.
• Work closely with the range of teams within the business to bring products to life.

The Role

The PC support/Digital Workplace team is the front-line team dealing with End User Incidents and owning all IT related issues on behalf of our clients. Working within a large multi-disciple, multi-site team, the team will be focused on Incident resolution, problem management and process improvement.

Key responsibilities

• Manage, respond to and resolve all End User and related incidents and problems.
• Installation, configuration and management of End User Devices and Applications.
• Responding to and containing IT Security threats and major incidents related to End User Devices and Applications.
• Liaising with 3rd party Vendors like HP or Dell to resolve the issues.
• Reduction in repeat incidents through effective Problem Management (Root Cause Analysis).
• Work with / assist projects team with technical issues in the initiation, planning and execution phases of different IT related projects to ensure delivery in-time and as per expectations.
• Maintaining agreed SLA levels and assuring Quality of delivery at all times.
• Able to work in different West Midlands Sites in UK (Gaydon, Wolverhampton, Whitley, CB).
• Able to work 24*5 at site; may require working on Bank Holidays.

Essential skills/knowledge/experience

• In-depth and proven experience of Client Operating systems like Windows 10/11 to MCP certification level.
• Diagnose and resolve problems related to desktops, laptops, printers, and network connectivity.
• Perform minor repairs and escalate major issues to vendors when necessary.
• Set up and configure desktops, operating systems, and required applications.
• Respond to user inquiries and provide guidance on hardware/software usage.
• Develop training materials and assist users in understanding IT policies and best practices.
• Possess a valid UK driving license as there will be requests to support nearby Satellite sites.
• L1 support for Audio/Video and meeting room equipment.
• Excellent Communication skills.
• ITIL Foundation certified, Ideally ITIL Incident/Problem Practitioner.
• Experience within a large complex IT department/organization.
• Ability to understand the Business from a user perspective; remain visible to customers as the face of IT.
• Proactively takes responsibility and follows through to resolve issues.
• Strong customer-oriented mindset with good service delivery examples.
• Ensure problems are logged, investigated, resolved and closed within agreed timescales; perform data analysis to identify focus points for problem resolution and document RCAs.
• Identify and drive Service Improvements and Incident Reduction.
• Identify and document User and Service Risks and Issues.
• Coordinate incident resolution activity within and across IT teams to ensure timely completion.
• Collaborate with a range of people to support the wider business agenda.
• Remain focused on the most critical tasks using resources efficiently.

Rewards & Benefits

TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop, phone, access to extensive training resources and discounts within the larger Tata network. We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon.

Diversity, Inclusion and Wellbeing

Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the UK Equality Act 2010 and the UK Human Rights Act 1998. We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.

As a Disability Confident Employer, we offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role.

Beware of Fraudulent offers: This is to notify you that TCS does not ask for any sort of payment or security deposit from candidates at any stage of the recruitment process. The firm never sends out job offers from free internet email services. TCS has not authorised any third-party company to collect money on their behalf. As a vigilant job seeker, beware of fraudulent recruitment activity and protect your interests!

Due to the high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.