At a Glance
- Tasks: Provide top-notch support for desktops, laptops, and all end-user devices.
- Company: Join Tata Consultancy Services, a leader in tech innovation and inclusivity.
- Benefits: Enjoy competitive salary, health care, and access to extensive training resources.
- Other info: Diverse and inclusive workplace with great career growth opportunities.
- Why this job: Make a real difference by solving tech issues and supporting users daily.
- Qualifications: Strong English skills and experience with Windows and non-Windows environments.
The predicted salary is between 29700 - 36300 £ per year.
The Role
Desktop Support Engineer (DSS). Required Technical Skill Set: Install, Configure, Maintain and troubleshoot end user desktops, laptops, peripherals, printers, and related devices.
Your responsibilities
- Deskside Support will provide incident and request management support to all end user devices (Desktop, Laptop, Tablet, Thin-client, Mac, Monitor, Mobile device, VPN Token, Printers, Scanner, etc.).
- Incident handling: troubleshooting and break-fix; follows incident management process.
- Service Requests: IMAC (Installation, Movement, Addition or Change) of new or existing end user device hardware/software components.
- Software application support for applications both commercial off the shelf and customer developed.
- Queue management for incident resolution and request fulfillment.
- Desk-side support provides support in both local language and English.
- Perform ICMS and PC sign-off on every PC deployment and collection.
- Flexible resources to cater for demand of standby or end user device related projects, without compromising daily BAU services.
- Conduct end user device and related testing.
- Provide status updates to the ticketing tools in a timely manner.
- Assist in end user support or consultations.
- Address day-to-day desktop support process issues.
- Analyze completed end user device requests and incidents to identify and recommend process improvements and identify any process compliance issues.
- Receive, diagnose, assess and resolve Deskside Incidents related to: software issues with applications; perform troubleshooting; complete re-image if required.
- If the problem cannot be resolved by re-installing the application, route the Deskside Incident back to the Application resolver group responsible for the application.
- Escalate to the manager and Deskside Support Lead when a recurring issue is beyond control.
- Arrange on-site access & support when required.
- IMACs - Prepare new and existing equipment for deployment; move existing equipment and update configurations as necessary.
- Change an existing hardware/software component and verify functionality upon completion.
- IMAC updates in CMDB.
- Install and configure hardware/software as requested in the IMAC record and verify functionality upon completion (software that could not be installed by SCCM).
- Provide a minimum of 15 minutes of familiarization training to end-users upon completion of a new PC install, if the end user is available.
Your Profile
Essential skills/knowledge/experience:
- Strong English proficiency and interpersonal skills.
- Provide incident and request management support to all end user devices (as listed above).
- Experience in Windows and non-Windows operating environments.
- IMAC of new or existing end user device hardware/software components.
- Provide and maintain warranty/maintenance documentation for assets, to be included in Operations Manual.
- Recommend and apply solutions, including on-site repair for remote users.
- Install, organize, test, maintain, check and troubleshoot end user workstations and related hardware and software.
- Provide support to end users relating to hardware, software, applications, LAN components and peripherals.
- Determine and execute system reconfiguration needs.
- On-site analysis, identification and resolution of difficult desktop problems for end users.
- Supervise complaint ticketing system and follow timely resolution of all work orders.
- Configure and use Microsoft Enterprise applications (including SCCM and Active Directory).
- Creation/restoration of images and patch upgrades using SCCM.
- Participate in the design, architecture and engineering of software deployments/installation processes.
- Provide user support via remote access tools.
- Communicate effectively with Business/Management and Vendor resources and acquire knowledge from them.
- Knowledge of Asset management.
- Preferred Certifications: MCSA (Win 7 Enterprise Desktop Support) and ITIL Foundation/Intermediate.
Nice to have
- Knowledge of Asset management.
- Good to have service transition experience.
- Other relevant desktop support experience and certifications as applicable.
Rewards & Benefits
TCS offers competitive salary packages with pension, health care, life assurance, laptop, phone, and access to extensive training resources. We provide health & wellness initiatives and sponsor events such as the London Marathon.
Diversity, Inclusion and Wellbeing
Tata Consultancy Services UK&I is committed to meeting accessibility needs in accordance with the UK Equality Act 2010 and the UK Human Rights Act 1998. We value diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, and sexual orientation. We are a disability-inclusive employer and encourage disabled people to apply.
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. For adjustments to the application process or interview, please email with the subject line: Adjustment Request or call TCS London Office / .
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Desktop Support Engineer in London employer: Tata Consultancy Services
At TCS Interactive, we pride ourselves on being an exceptional employer, offering a vibrant and inclusive work culture that champions collaboration and creativity. As a Mid-Weight UX Designer, you will have the opportunity to grow your skills alongside talented professionals in a supportive environment, while contributing to impactful digital products that enhance user experiences. Our commitment to employee development, coupled with our focus on meaningful design, makes TCS Interactive a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Desktop Support Engineer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tata Consultancy Services. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Tata Consultancy Services before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Desktop Support Engineer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Tata Consultancy Services:Your cover letter is your chance to shine! Tell us why you want to work at Tata Consultancy Services specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Tata Consultancy Services!
How to prepare for a job interview at Tata Consultancy Services
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
