AI Helpdesk Analyst — Frontline AI Support & Knowledge Base

Tata Consultancy Services Limited; Montreal (administrative region); On-site; CAD 65,000 - 90,000; Full time

Job summary

Tata Consultancy Services is seeking a Level 2.5 AI Support Analyst to act as the front line for end user AI across the firm’s portfolio (Copilot, ChatGPT, Claude, Grok, Gemini) and to capture every query in a structured way.

You will resolve what you can at first contact, escalate what you cannot, and document interactions so the knowledge base feeds a future AI support agent; you will own one product as the POC while maintaining knowledge of the full portfolio.

Qualifications

• Technical support experience in an enterprise environment.
• Familiarity with M365 and AI products; quick learner.
• Experience using ticketing and knowledge tools (ServiceNow, Jira/Confluence).
• Strong verbal and written communication; patient listener.
• Mentorship and knowledge sharing within a team; documentation skills.
• Bilingual in English and French is an asset for Montreal.

Responsibilities

• Answer user questions across channels for the full AI portfolio.
• Document queries and resolutions to grow the knowledge base.
• Resolve common issues at first contact; escalate where needed.
• Assist Level 3 engineering and QA testers; reproduce issues.
• Own one AI product as POC while supporting others.
• Maintain self-help content and FAQs for end users.
• Support handovers of open items between locations at shift change.

Skills

M365 familiarity

AI products

Communication

Technical writing

Mentorship

Bilingual EN/FR

Tools

ServiceNow

Jira/Confluence

Job description

Tata Consultancy Services is seeking a Level 2.5 AI Support Analyst to act as the front line for end user AI across the firm’s portfolio (Copilot, ChatGPT, Claude, Grok, Gemini) and to capture every query in a structured way.

You will resolve what you can at first contact, escalate what you cannot, and document interactions so the knowledge base feeds a future AI support agent; you will own one product as the POC while maintaining knowledge of the full portfolio.