Senior Service Desk Analyst

Tata Consultancy Services Limited; Hong Kong; Presencial; HKD 420.000 - 660.000; Jornada completa

Descripción de la vacante

Tata Consultancy Services Limited in APAC seeks an experienced IT support professional to deliver advanced L1/L2 troubleshooting for Microsoft 365 and Digital Workplace services. You will manage accounts, access controls, and security policies across Entra ID, MFA, and SSO while supporting Windows devices and collaboration tools.

The role emphasizes incident management, process documentation, and driving continuous improvement.

Formación

• 5+ years of IT support, Digital Workplace, or Infrastructure Operations experience.
• Hands-on Microsoft 365, Intune, Entra ID, Windows 10/11 and PowerShell experience.
• Experience with Cloud/Azure environments and ITSM tooling.

Responsabilidades

• Handle shared frontline ticket queue and deliver advanced L1/L2 troubleshooting and root-cause analysis.
• Support Microsoft 365, Intune, Entra ID, Exchange Online, SharePoint, Teams, OneDrive, Windows devices, meeting rooms and Teams Rooms.
• Lead major incident and recurring problem handling; meet SLAs and elevate complex issues with complete diagnostics.
• Manage user accounts, access, licensing, recertification, Conditional Access, MFA and SSO support.
• Maintain SOPs, runbooks and knowledge articles; support BCP/DR drills, audits, changes, projects and technology rollouts.
• Mentor Junior Service Desk Analysts and promote self-service and continuous improvement.

Conocimientos

Microsoft 365 administration

Intune MAM/MDM

Entra ID

Hybrid identity

Conditional Access

MFA

SSO

Root-cause analysis

Incident management

Change management

ITSM tools

Networking fundamentals

PowerShell

Azure/cloud fundamentals

Herramientas

PowerShell tooling

Azure

Descripción del empleo

Join Tata Consultancy Services, Asia Pacific and be part of an organization committed to sustainable development for our future. TCS follows the Tata group philosophy of building sustainable businesses that are rooted in the community and demonstrate care for the environment. Our unique values position us to combine a purpose-driven worldview with digital innovation, collaborating with customers, communities and governments to lead and shape innovative solutions for a sustainable future. TCS has been carbon neutral in its operations across 11 countries, 12 delivery centres and 18 offices in Asia Pacific since 2022. This is only the initial stage in TCS’ journey as we strive to achieve long-term net zero emissions by 2030.

Corporate sustainability is embedded in our triple-bottom-line, focusing on people, the planet, and our purpose. Our offices are designed with eco-friendly features that significantly reduce our carbon footprint and enhance energy efficiency. We actively champion green initiatives, such as promoting paperless operations, implementing energy-efficient practices, and fostering employee engagement in sustainability efforts. When you become part of the TCS family, you will play an essential role dedicated to innovation, excellence, and crafting a brighter, greener future together. Join us and be a part of our mission to drive sustainability through technology and talent at Tata Consultancy Services, APAC today

Responsibilities

• Handle shared frontline ticket queue and deliver advanced L1/L2 troubleshooting and root-cause analysis.
• Support Microsoft 365, Intune, Entra ID, Exchange Online, SharePoint, Teams, OneDrive, Windows devices, meeting rooms and Teams Rooms.
• Lead major incident and recurring problem handling; meet SLAs and elevate complex issues with complete diagnostics.
• Manage user accounts, access, licensing, recertification, Conditional Access, MFA and SSO support.
• Maintain SOPs, runbooks and knowledge articles; support BCP/DR drills, audits, changes, projects and technology rollouts.
• Mentor Junior Service Desk Analysts and promote self-service and continuous improvement.

Technical Skills “Must Have”

• Microsoft 365 administration: Exchange Online, SharePoint Online, Teams, OneDrive and Outlook
• Microsoft Intune MAM/MDM, endpoint compliance and Windows 10/11 support
• Entra ID, hybrid identity, Conditional Access, MFA and SSO
• Advanced service desk troubleshooting, root-cause analysis, incident/problem/change management and ITSM tools
• Networking fundamentals: IP addressing, DNS, DHCP, VPN and Wi-Fi
• PowerShell and Azure/cloud service fundamentals

Technical Skills “Good to Have”

• Microsoft Purview, Defender for Endpoint, DLP and ISO 27001 exposure
• Power Platform and Copilot support
• Teams Rooms, meeting room and town-hall technology support
• Regional/APAC office and hybrid-cloud support; BCP/DR exercises and project rollouts

Soft Skills

• Strong customer communication, ownership and SLA focus
• Independent troubleshooting, analytical thinking and clear escalationMentoring, collaboration, documentation and continuous-improvement mindset

Language proficiency

• Fluent written and spoken English – mandatory
• Cantonese and/or Mandarin – highly desirable

Mandatory Certifications

None specified as mandatory. Preferred: Microsoft 365 Administrator Expert, Endpoint Administrator Associate, and ITIL Foundation/ITIL 4.

Mandatory Relevant Experience

5+ years of IT support, Digital Workplace, or Infrastructure Operations experience, with strong hands-on Microsoft 365, Intune, Entra ID, Windows 10/11 and PowerShell experience.