Desktop Support Analyst would be providing infrastructure and application support for an international customer.
The Desktop Support team will provide English support during extended business hours on weekdays in different shifts.
This is a Service Desk role where the candidate would provide Level 2 User IT support, instruct users on usage of software, announce urgent/important information from IT group, receive and work on software and network request.
Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position utilizes one-on-one consultancy to end users.
Call and Incident Handling
??Provide essential support to Customer’s PC users in Europe, including software and hardware related issues but not limited to a desktops. (support involves, mobile computers, ios and android devices as well as printers)
??Assist users over the telephone and over web interface.
??Identifying and solving any problems that affect computer operating systems
??Provide advanced support to Customer’s PC using remote control tool. Support would include standard applications, antivirus and encryption agents.
??Discussing with individual staff members who work on the computers what the problems is in order to figure out how to help solve the problem. Individual assessments of computer systems to identify the problem(s)
??Instruct users on usage of application systems.
Knowledge management
• Learn and implement new technologies, tools, processes and policies
• Provide training to other staff members as required.
• Document new technical solutions in knowledge base
• Document and share best practices and with other colleagues
Objective requirements related to the job
Required:
• Fluent English language knowledge
• >95% ticket quality in the past Speed cycle
• Ticket resolution rate met or exceeded the SLA in the past Speed cycle
• High customer satisfaction rate in the past Speed cycle
• Excellent knowledge of minimum following applications: Windows 10, Microsoft Office, Internet Explorer, Cloud, VPN, applications and with antivirus and encryption agents.
• Demonstrate analytical skills in problem solving.
• Excellent learning skills and high level of flexibility
• Excellent communication and interpersonal skills.
• Be responsible and accountable.
• Be customer focused and approachable.
• Ability to relate well with people at all levels both internal and external to the organization.
• Process a sense of urgency.
• Strong work ethic.
• Must be proactive and results focused.
• Energetic and disciplined and able to do multi tasking.
• Attentive to detail.
• Flexibility and capacity to grow with the business.
Advantages:
• Prior experience in L2 Desktop support fields (End User Computing)
• Previous experience with Microsoft Windows 10 and related troubleshooting.
• A thorough knowledge and understanding of TCP/IP.
• Previous experience of e-mail systems, antivirus and encryption technologies.
• Previous support experience with cloud technologies
Tata Consultancy Services is an equal opportunity employer , our commitment to diversity & inclusion drives our efforts to provide equal opportunity to all candidates who meet our required knowledge & competency needs, irrespective of any socio-economic background, race, color, national origin, religion, sex, gender identity , age, marital status, disability, sexual orientation or any others. We encourage anyone interested to build a career in TCS to participate in our recruitment & selection process.
*Registry will be valued according to law 19691 art 8
