Desktop Support Engineer (DSS)

The Role of Desktop Support Engineer (DSS) involves the following responsibilities:

• Provide incident and request management support to all end user devices, including Desktop, Laptop, Tablet, Thin-client, Mac, Monitor, Mobile device, VPN Token, Printers, Scanner, etc.
• Handle incidents, including troubleshooting and break-fix, while following the incident management process.
• Manage service requests for Installation, Movement, Addition or Change (IMAC) of new or existing end user device hardware/software components.
• Support software applications, both commercial off-the-shelf and customer-developed.
• Manage queues for incident resolution and request fulfilment.
• Provide support in both local language and English.
• Perform ICMS and PC sign-off on every PC deployment and collection.
• Conduct end user device and related testing.
• Provide timely status updates to the ticketing tools.
• Assist in end user support or consultations.
• Address day-to-day desktop support process issues.
• Analyse completed end user device requests and incidents to identify and recommend process improvements.
• Receive, diagnose, assess and resolve Deskside Incidents related to software issues with applications.
• Perform troubleshooting and diagnose issues, including re-imaging if required.
• Route unresolved incidents back to the application resolver group.
• Elevate recurring issues to management when beyond control.
• Arrange on-site access and support when required.
• Prepare new and existing equipment for deployment and update configurations as necessary.
• Verify functionality upon completion of hardware/software installations.
• Provide a minimum of 15 minutes of familiarisation training to end-users upon completion of a new PC install.

Your Profile

Essential skills/knowledge/experience:

• Strong English proficiency and interpersonal skills.
• Experience in Windows and non-Windows operating environments.
• Ability to provide and maintain warranty/maintenance documentation for assets.
• Recommend and apply solutions, including on-site repair for remote users.
• Install, organise, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software.
• Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals.
• Determine and execute system reconfiguration needs.
• Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users.
• Supervise complaint ticketing system and ensure timely resolution of all work orders.
• Able to configure and use Microsoft Enterprise applications (including SCCM and Active Directory).
• Creation/restoration of images and upgrading of patches using SCCM.
• Ability to participate in the design, architecture and engineering of software deployments/installation processes.
• Demonstrated ability to provide user support by means of remote access tools.
• Ability to communicate effectively with both Business/Management and Vendor resources.
• Knowledge of asset management.

Preferred Certifications:

• MCSA (Win 7 Enterprise Desktop Support)
• ITIL Foundation / Intermediate

Good to have:

• Service transition experience.

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.

If you are an applicant who needs any adjustments to the application process or interview, please contact us at UKI.recruitment@tcs.com with the subject line: "Adjustment Request" or call TCS London Office 02031552100 / +44 204 520 2575 to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.