IT Support Analyst: End-User Tech & ITSM Expert

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

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.