Desktop Support Specialist – Tata Consultancy Services Job Vacancies Luton

Overview

Position Title: Desktop Support Specialist

Company: Tata Consultancy Services

Location: Luton, UK

Job Description

TCS is a purpose-led transformation company, built on belief. We don’t 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 opportunities to make an impact that matters, through challenging projects which demand ambitious innovation.

Responsibilities:

• Triage & Manage incidents escalated to the Touchside Desktop Support resolver queue
• Carry out technical investigations to determine which corrective actions to take, generally break / fix, configuration issues, troubleshooting, software installations and hardware repairs
• Apply technical fixes, keeping in contact with the user to test the success and ensuring all the steps are documented
• Ensure new knowledge is created, detailing the steps taken to apply the workaround or fix to ensure any additional incidents reported are resolved as soon as possible
• Create Problem Records to formally track root cause analysis and ensure a permanent fix is identified and implemented
• Escalate incidents to other support teams, application owner’s groups for software vendors depending on the issue, ensuring an explanation of attempted fixes is detailed and the user is made aware and kept updated.
• Be an additional support function for the wider Service Desk team during periods of high contact volumes
• Responsible for reporting and performing root cause analysis for underlying issues and incidents that affect EUC devices, system, and application performance.
• Troubleshooting of hardware, software, and networking issue

Requirements:

• Has professional experience in a 3rd line support role
• Has in-depth knowledge of desktop OS (MacOS, Windows) and software
• Has in-depth knowledge of hardware for Macs, Windows, and Mobile devices.
• Has experience in software updates (Patches, Quality, Servicing and Feature)
• Has troubleshooting application packaging and deployment issues
• Has experience working within a formal ITIL Service Management environment (Ideally with supporting qualifications)
• Has significant and in-depth knowledge of Operating Systems and software including: o Group Policy and Security
• Application Packaging and Deployment
• Scripting, command line and PowerShell
• Build and Configuration Management
• Microsoft Annual updates, roadmaps, and product lifecycles
• Has experience of ServiceNow
• Has experience of Windows 10 / 11