Description:
Desktop Support Engineer!
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.
- Eager to collaborate and contribute to a dynamic team environment.
- Ready to tackle challenges head-on with a proactive mindset.
- Committed to achieving excellence and delivering impactful results in every interaction.
The Role
The role of a Desktop Support Engineer is to ensure that end users can effectively use their computers, software, and IT systems. They act as the first line of technical support within an organization, resolving day‑to‑day IT issues and maintaining a productive work environment.
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)
- You are also required to work with / assist projects team with technical issues in the initiation, planning and execution phases of different IT related projects to make sure that the projects are delivered in-time and as per expectations
- Maintaining agreed SLA levels and assuring Quality of delivery at all times
- Able to work 24*5 at site, would also require working on Bank Holidays at sometimes
Key Skills/Knowledge:
- 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 application
- 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
Desirable skills/knowledge/experience:
- ITIL Foundation certified, Ideally ITIL Incident/Problem Practitioner
- 3 year’s experience within a large complex IT department/organisation
- Ability to understand the Business from a user perspective. Remains visible to customers as the face of IT to listen to their concerns and share as needed
- Proactively takes responsibility, owns any issues arising and follows through to resolve them (get the required result)
- Has Made customer-oriented decisions and shares great stories of exceptional customer service
- Ensure that problems are logged, investigated, resolved and closed within agreed timescales. Complete data analysis to identify focus points for problem resolution based on customer impacts and documenting RCA’s
- Proven focus and ability to Identify and drive through Service Improvements and Incident Reduction
- Proven focus on identifying and documenting User and Service Risks and Issues.
- Ability to co-ordinate incident resolution activity within and across IT teams, to ensure actions are completed within timescales
- Works collaboratively with a range of people to support the wider business agenda
- Always remains focused on the most critical / impactful task to hand using all resources efficiently and effectively
- Possess a valid UK driving license as there will be requests to support nearby Satellite sites