Job Description

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(TM) 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-installin g 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'egalite des chances et encourage la diversite de nationalite, d'ethnie, de sexe, d'age, de capacite physique, de neurodiversite et d'orientation sexuelle, afin de former une main-d'oeuvre a l'image de la societe. Notre determination a promouvoir la culture et la diversite se transpose dans nos politiques et pratiques en matiere d'equite au travail et se reflete dans les divers parcours de notre personnel.



TCS est une societe de services informatiques, de services-conseils et de solutions d'affaires qui s'associe depuis plus de 55 ans a de nombreuses entreprises parmi les plus importantes au monde dans le cadre de leur processus de transformation. TCS offre un portefeuille integre de services et de solutions d'affaires, d'informatique et d'ingenierie fonde sur les services-conseils et les avancees de la cognitique. Elle s'appuie sur un modele de livraison AgileMC unique, independant de l'emplacement, reconnu comme une reference d'excellence dans le secteur du developpement de logiciels. Membre du Groupe Tata, le plus important conglomerat multinational de l'Inde, TCS est en activite dans 55 pays et compte plus de 607 000 consultants hautement competents, dont 10 000 au Canada. La societe a genere des revenus consolides de 30 milliards de dollars US au cours de l'exercice termine le 31 mars 2025 et est inscrite a la BSE et a la NSE en Inde. L'attitude proactive de TCS a l'egard des changements climatiques et son travail prime aupres de collectivites partout dans le monde lui ont permis de se tailler une place parmi les principaux indices de durabilite comme l'indice mondial de durabilite MSCI et l'indice FTSE4Good des marches emergents.



Competences et responsabilites



Competences en montage physique de peripheriques reseau et en cablage structure dans les centres de donnees et les succursales.
Experience pratique de la gestion

Location

Montreal, PQ

Job Function

TECHNOLOGY

Role

Support Executive

Job Id

380785

Desired Skills

Desktop | Service Desk