Desktop Support Engineer (DSS)
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If you need support in completing the application or if you require a different format of this document, please get in touch with at UKI.recruitment@tcs.com or call TCS London Office number 02031552100 / +44 204 520 2575 with the subject line: “Application Support Request”.
Careers at TCS: It means more
TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.
The Role
Desktop Support Engineer (DSS) . Required Technical Skill Set : Install, Configure, Maintain and troubleshoot end user desktops, Laptops, Peripherals, Printers...etc.
Your responsibilities: (Up to 10, Avoid repetition)
· Deskside Support will provide incident and request management support to all end user devices. E.g. Desktop, Laptop, Tablet, Thin-client, Mac, Monitor, Mobile device, VPN Token, Printers, Scanner, etc.
· Incident handling: including troubleshooting, break fix; follows incident management process.
· Service Requests: Installation, Movement, Addition or Change (IMAC) of new or existing end user device hardware/software component.
· 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
· Perform site inspection
· Perform end user device inspection
· Provide status update 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 that pertain to the following:
o Software issues with applications.
o Perform troubleshooting and diagnose issue
o Complete re-image is performed if required.
· If problem cannot be resolved by re-installing the application the Deskside Incident is routed back to Application resolver group responsible for the application.
· In a timely manner, escalate to their manager & Deskside Support Lead when a recurring issue is beyond their control.
· Arranging on-site access & support, when required
· IMAC’s - Prepare new and existing equipment for deployment
· Move existing equipment (PC, notebook, Thin Client, network printer etc.…) and update configurations, as necessary.
· Change an existing hardware/software component and verify functionality upon completion
· IMAC Update in CMDB
· Install and configure hardware/software as requested in the IMAC record and verify functionality upon completion (software which could not be installed by SCCM)
· Provide a minimum of 15 minutes of familiarization Training to end-user upon completion of a new PC install, if end user is available upon completion of install.
Your Profile
Essential skills/knowledge/experience:
Must-Have
1. Strong English proficiency and inter personal skills.
2. Provide incident and request management support to all end user devices. E.g. Desktop, Laptop, Tablet, Thin-client, Mac, Monitor, Mobile device, VPN Token, Printers, Scanner, etc
3. Experience in Windows & non-Windows Operating environment
4. Installation, Movement, Addition or Change (IMAC) of new or existing end user device hardware/software component.
5. Provide and maintain warranty/maintenance documentation for Assets, to be included in Operations Manual.
6. Recommend and apply solutions, including on-site repair for remote users.
7. Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software.
8. Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals.
9. Determine and execute system reconfiguration needs.
10. Establish compliance to end user service level agreements.
11. Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users.
12. Supervise complaint ticketing system and follow timely resolution of all work orders.
13. Able to configure and use Microsoft Enterprise applications (including SCCM and Active Directory).
14. Creation/restoration of images and up gradation of patches using SCCM.
15. Ability to participate in the design, architect and engineering of software deployments/installation process.
16. Demonstrated ability to provide user support by means of remote access tools.
17. Ability to communicate effectively with both Business/Management and Vendor resources & acquire knowledge from them.
18. Knowledge on Asset management.
19. Preferred Certifications: MCSA (Win 7 Enterprise Desktop Support) & ITIL Foundation / Intermediate.
Good to have
· Knowledge on Asset management.
· Preferred Certifications: MCSA (Win 7 Enterprise Desktop Support) & ITIL Foundation / Intermediate.
· Good to have service transition experience.
Desirable skills/knowledge/experience:
· Install, Configure, Maintain and troubleshoot end user desktops, Laptops, Peripherals, Printers...etc.
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. Please email us at UKI.recruitment@tcs.com if you would like to opt in.
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.
Next Steps:
Application Process
1. Online application: You can apply directly through LinkedIn/ by uploading your CV. In case you wish to submit your application via another format like audio/video, please, contact - UKI.recruitment@tcs.com
2. Skill-Based discussion: This will be a level 1 interview with the project team, it can be via video or in-person. Details will be confirmed by your recruiter.
3. Managerial discussion: This discussion will focus on behavioural aspects and person-organisation fit.
4. HR Discussion: This will be with one of the members of the HR team and will cover your career journey, aspirations for growth, compensation and any other questions you may have.
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 like Gmail, Yahoo Mail, and so on. 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! You can write to UKI.recruitment@tcs.com to report any fraudulent activity.
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.
Join us and do more of what matters. Apply online now.