Ready to utilize your experience and expertise in Desktop Support Engineer?
We have an exciting role for you - Desktop Support Engineer!
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).
* Work with/assist project teams 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, and sometimes on Bank Holidays.
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 applications.
* 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.
* 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.
* Has made customer‑oriented decisions and shared great stories of exceptional customer service.
* Ensure that problems are logged, investigated, resolved and closed within agreed timescales, with 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.
Benefits
The company offers competitive salary packages, pension, health care, life assurance, laptop, phone, and access to extensive training resources and discounts within the larger Tata network. We also offer health and wellness initiatives, sports events, and sponsor 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.
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