Service Desk Analyst

Tata Consultancy Services; Calgary; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading IT services company seeks a Technical Support professional in Calgary. Ideal candidates will have experience in technical support with strong analytical and problem-solving skills, capable of managing customer service inquiries across multiple channels. TCS values diversity and is committed to providing accommodations throughout the recruitment process.

Qualifications

• 2+ years in Technical Support or Help Desk necessary.
• Experience with ITIL certification preferred.
• Strong capability in handling multiple customer service channels.

Responsibilities

• Provide comprehensive technical support to clients.
• Manage incidents through ticketing and remote-control tools.
• Utilize analytical skills to solve user issues effectively.

Skills

Technical Support

Customer Service

Problem-Solving

Analytical Skills

Critical Thinking

Education

Background in Information Technology or Computer Science

Tools

ServiceNow

Microsoft Teams

Bomgar

Active Directory

Office 365

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.

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 612607,000 of the world’s best-trained consultants highly skilled individuals in 55 countries, including more than 10,000 in Canada. The company generated consolidated revenues of US $29 30 billion in the fiscal year ended March 31, 20254 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 Skills:

1. Background in Information Technology, Computer Science, or equivalent

2. Good years of Technical Support, Help Desk, Customer Service experience of equivalent in multiple channels

3. Knowledge of Active Directory, Office 365, and ITIL

4. Knowledge of service desk software such as ticketing and remote-control tool (ServiceNow, Microsoft Teams, Bomgar)

5. Certification related to ITIL v3 is a plus

6. Critical thinking, excellent analytical and problem-solving skills.

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 accommodations 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.