Service Desk Support

Inclusion without Exception: Tata Consultancy Services (TCS) is an equal opportunity employer, and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation, to create a workforce that reflects the societies we operate in. Our continued commitment to Culture and Diversity is reflected in our people stories across our workforce and implemented through equitable workplace policies and processes. About TCS: TCS is an IT services, consulting, and business solutions organization that has been partnering with many of the world's largest businesses in their transformation journeys for over 55 years. Its consulting-led, cognitive-powered portfolio of business, technology, and engineering services and solutions is delivered through its unique Location Independent AgileTM delivery model, recognized as a benchmark of excellence in software development. A part of the Tata group, India's largest multinational business group, TCS operates in 55 countries and employs over 607,000 highly skilled individuals, including more than 10,000 in Canada. The company generated consolidated revenues of US $ 30 billion in the fiscal year ended March 31, 2025 (BS1) and is listed on the BSE and the NSE in India. TCS' proactive stance on climate change and award-winning work with communities across the world have earned it a place in leading sustainability indices such as the MSCI Global Sustainability Index and the FTSE4Good Emerging Index. Skills and Responsibilities: •Strong English & local language (French for Montreal) proficiency and interpersonal skills. •Provide incidents and request management support to all end user devices. E.g. Desktop, Laptop, Tablet, Thin-client, Mac, Monitor, Mobile device, VPN Azure VD, Printers, Scanners, etc. •Experience in Windows & non-Windows Operating environment •Installation, Movement, Addition or Change (IMAC) of new or existing end user device hardware/software components. •Provide and maintain warranty/maintenance documentation for Assets, to be included in the Operations Manual. •Recommend and apply solutions, including on-site repair for remote users. •Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software. •Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals. •Determine and execute system reconfiguration needs. •Establish compliance to end user service level agreements. •Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users. •Supervise compliant ticketing system and follow timely resolution of all work orders. •Able to configure and use Microsoft Enterprise applications (including SCCM. Intune and Active Directory). •Creation/restoration of images and up gradation of patches using SCCM. •Ability to participate in the design, architect and engineering of software deployments/installation process. •Demonstrated ability to provide user support by means of remote access tools. •Ability to communicate effectively with both Business/Management and Vendor resources & acquire knowledge from them. •Knowledge on Asset management. •Preferred Certifications: MCSA (Win 7 Enterprise Desktop Support) & ITIL Foundation / Intermediate. •Good to have service transition experience. •Knowledge on Video Conference technology. Roles and Responsibilities: •Deskside Support will provide incidents and request management support to all end user devices. E.g. Desktop, Laptop, Tablet, Thin-client, Mac, Monitor, Mobile device, VPN, Azure VD, Printers, Scanners, etc. •Incident handling: including troubleshooting, break fixing; following incident management process. •Service Requests: Installation, Movement, Addition or Change (IMAC) of new or existing end user device hardware/software components. •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 French 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 updates 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 A complete re-image is performed if required. •If a problem cannot be resolved by re-installing the application, the Deskside Incident is routed back to the Application resolver group responsible for the application. •In a timely manner, escalate to their manager and 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 •Asset 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 installation, if end user is available upon completion of installation. L'inclusion sans exception Tata Consultancy Services (TCS) est un employeur qui souscrit au principe de l'égalité des chances et encourage la diversité de nationalité, d'ethnie, de sexe, d'âge, de capacité physique, de neurodiversité et d'orientation sexuelle, afin de former une main-d'œuvre à l'image de la société. Notre détermination à promouvoir la culture et la diversité se transpose dans nos politiques et pratiques en matière d'équité au travail et se reflète dans les divers parcours de notre personnel. TCS est une société de services informatiques, de services-conseils et de solutions d'affaires qui s'associe depuis plus de 55 ans à de nombreuses entreprises parmi les plus importantes au monde dans le cadre de leur processus de transformation. TCS offre un portefeuille intégré de services et de solutions d'affaires, d'informatique et d'ingénierie fondé sur les services-conseils et les avancées de la cognitique. Elle s'appuie sur un modèle de livraison AgileMC unique, indépendant de l'emplacement, reconnu comme une référence d'excellence dans le secteur du développement de logiciels. Membre du Groupe Tata, le plus important conglomérat multinational de l'Inde, TCS est en activité dans 55 pays et compte plus de 607 000 consultants hautement compétents, dont 10 000 au Canada. La société a généré des revenus consolidés de 30 milliards de dollars US au cours de l'exercice terminé le 31 mars 2025 et est inscrite à la BSE et à la NSE en Inde. L'attitude proactive de TCS à l'égard des changements climatiques et son travail primé auprès de collectivités partout dans le monde lui ont permis de se tailler une place parmi les principaux indices de durabilité comme l'indice mondial de durabilité MSCI et l'indice FTSE4Good des marchés émergents. Compétences et responsabilités Compétences en montage physique de périphériques réseau et en câblage structuré dans les centres de données et les succursales. Expérience pratique de la gestion des périphériques réseau des commutateurs, y compris la configuration, la mise à jour corrective et la gestion des ports. Maîtrise du dépannage des réseaux sans fil Meraki. Expérience pratique de l'administration du pare-feu Checkpoint. Expérience pratique de Cisco ISE pour le contrôle d'accès réseau et l'application des politiques. Bonne compréhension des services DNS et DHCP. Expérience pratique du pare-feu Checkpoint requise. Capacité de documenter clairement les activités réseau et de collaborer efficacement avec des équipes à distante. TCS Canada s'engage à satisfaire les besoins d'accessibilité de toutes les personnes conformément à la Loi sur l'accessibilité pour les personnes handicapées de l'Ontario (LAPHO) et au Code des droits de la personne de l'Ontario (CDPO). Si vous avez besoin d'aménagements au cours du processus de recrutement et de sélection, veuillez en informer le service des ressources humaines. Nous vous remercions de l'intérêt que vous portez à TCS. Les candidats qui satisfont aux exigences de ce poste seront informés dans les deux semaines suivantes. Nous vous invitons à postuler à d'autres offres correspondant à votre profil. Tata Consultancy Services Canada Inc. is committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC). Should you require accommodations during the recruitment and selection process, please inform Human Resources. Thank you for your interest in TCS. Candidates that meet the qualifications for this position will be contacted within a 2-week period. We invite you to continue to apply for other opportunities that match your profile.