IT Support Analyst

Tata Consultancy Services; Abu Dhabi; On-site; AED 134,000 - 201,000; Full time

Job summary

Tata Consultancy Services in Abu Dhabi is seeking a skilled L1/L2 Desktop Support professional to deliver end-user computing services, resolve issues across devices and applications, and maintain high user satisfaction.

The role requires strong knowledge of Windows OS, Office 365, Active Directory, and ITSM tools, with a focus on incident handling, asset management, and adherence to SLA targets. Candidates must be able to work in shifts and participate in on-call rotations.

Qualifications

• Minimum 4+ years of experience in Desktop Support / EUC environment.
• Strong knowledge of Windows OS (Win 10/11), MacOS (optional).
• Experience in Active Directory, User Administration, and Group Policies.
• Hands-on experience with O365 / M365, Outlook, Teams, OneDrive.
• Knowledge of hardware troubleshooting (laptops, desktops, printers, peripherals).
• Experience in ITSM tools (ServiceNow, Remedy, etc.).
• Basic networking knowledge (LAN/Wi-Fi/VPN troubleshooting).
• Understanding of SLA/KPI-driven support environment.
• Endpoint management tools (SCCM / Intune / Endpoint Manager).
• Strong communication and customer handling skills.

Responsibilities

• Provide L1/L2 support for desktop, laptop, and peripheral-related issues.
• Handle incident and service requests through ITSM tools within defined SLAs.
• Perform hardware and software troubleshooting and resolution.
• Manage user accounts, access provisioning, and password resets via Active Directory.
• Install, configure, and support operating systems, applications, and patches.
• Support users on M365 applications (Outlook, Teams, SharePoint, OneDrive).
• Assist in device imaging, deployment, and asset lifecycle management.
• Ensure timely incident resolution and escalation where required.
• Maintain and update knowledge base articles and SOPs.
• Perform regular system health checks and preventive maintenance.
• Coordinate with vendors for hardware repairs and replacements.
• Support network connectivity troubleshooting (LAN/Wi-Fi/VPN).
• Participate in shift rotations and on-call support if required.
• Ensure compliance with IT security policies, antivirus, and patching standards.
• Maintain accurate documentation of incidents, changes, and configurations.
• Support user onboarding/offboarding activities (device setup, access).
• Contribute to continuous improvement initiatives and automation opportunities.

Skills

Communication skills

Desktop support experience

Customer handling

Shift rotations/on-call readiness

Troubleshooting mindset

Tools

Active Directory

O365 / M365

SCCM / Intune / Endpoint Manager

ServiceNow

Remedy

Networking basics (LAN/Wi-Fi/VPN)

Job description

Location – Abu Dhabi, United Arab Emirates

Job type – Full time

About Us:

Tata Consultancy Services (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 50 years. TCS offers a consulting-led, cognitive powered, integrated portfolio of business, technology and engineering services and solutions. This 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 has over 616,171 of the world’s best-trained consultants with 157 nationalities in 53 countries. For more information, visit www.tcs.com and follow TCS news at @TCS_News.

Skill Set:

• Minimum 4+ years of experience in Desktop Support / EUC environment
• Strong knowledge of Windows OS (Win 10/11), MacOS (optional)
• Experience in Active Directory, User Administration, and Group Policies
• Hands-on experience with O365 / M365, Outlook, Teams, OneDrive
• Knowledge of hardware troubleshooting (laptops, desktops, printers, peripherals)
• Experience in ITSM tools (ServiceNow, Remedy, etc.)
• Basic networking knowledge (LAN/Wi-Fi/VPN troubleshooting)
• Understanding of SLA/KPI-driven support environment
• Endpoint management tools (SCCM / Intune / Endpoint Manager)
• Strong communication and customer handling skills

Job Description:

The role requires providing efficient and timely support for end-user computing services, ensuring minimal downtime and high user satisfaction by resolving technical issues across devices, applications, and infrastructure.

Responsibilities:

• Provide L1/L2 support for desktop, laptop, and peripheral-related issues
• Handle incident and service requests through ITSM tools within defined SLAs
• Perform hardware and software troubleshooting and resolution
• Manage user accounts, access provisioning, and password resets via Active Directory
• Install, configure, and support operating systems, applications, and patches
• Support users on M365 applications (Outlook, Teams, SharePoint, OneDrive)
• Assist in device imaging, deployment, and asset lifecycle management
• Ensure timely incident resolution and escalation where required
• Maintain and update knowledge base articles and SOPs
• Perform regular system health checks and preventive maintenance
• Coordinate with vendors for hardware repairs and replacements
• Support network connectivity troubleshooting (LAN/Wi-Fi/VPN)
• Participate in shift rotations and on-call support if required
• Ensure compliance with IT security policies, antivirus, and patching standards
• Maintain accurate documentation of incidents, changes, and configurations
• Support user onboarding/offboarding activities (device setup, access)
• Contribute to continuous improvement initiatives and automation opportunities.

Application Deadline: 15-Sep-2026

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