Service Desk and Deskside Lead

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 Agile 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, 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.

Required Skill Set

• Should have experience in Service Desk processes and support
• Service Desk performance metrics reporting and tracking
• Handling service desk Call/Chat/Self help/ Email support
• Lead and manage Service Desk analysts and Deskside analysts (L1 & L2 team)
• Ensure training, knowledge management, and skill development.
• Act as a Single Point of Accountability (SPOC) for Service Desk and Deskside delivery
• Maintain inventory and support IMAC (Install, Move, Add, Change) activities
• Act as onsite IT representative for business users
• Excellent Oral and Written Communication skills
• Hands on Experience on resolving customer issues related to the infrastructure
• Deployment of hardware, including hardware and OS refresh activities.
• Provide first level support for Printers and MFP.
• Intune Mobile Device management
• Knowledge on SCCM and deployment
• Patching and Vulnerability Management
• Management platform, including device provisioning, configuration, deployment, inventory
• Monitor the lifecycle of devices (laptops, workstations, monitors, peripherals) from procurement to retirement, including upgrades and replacements.
• Incident, Problem, and Service Request Ticket Management in ServiceNow.
• Development and maintenance of Knowledge Base articles for Incidents, Problems, and Service Requests as required.
• Asset Inventory and Configuration Management tracking of hardware and software in ServiceNow.
• Provide Audio Visual Support in meeting rooms (note: basic support only as an existing service agreement is in place with an AV provider).
• Monthly reporting for CSAT, DSAT, Issue, Request, and Problem counts. DSAT follow-ups and action plans.23. Identification of Continuous Improvement opportunities.
• Ability to think around problems and come up with creative solutions
• Service Now Ticketing Tool Knowledge
• ITIL and ITSM process knowledge

Salary Range Format: Base Salary Range: 90,000 CAD/Yr - 120,000 CAD/Yr.. Hope this looks good. Please let me know if you would like us to include anything further.

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 accommodation 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.