Senior Service Desk Analyst: Microsoft 365 & ITSM Lead

Tata Consultancy Services Limited; Hong Kong; On-site; HKD 420,000 - 660,000; Full time

Job summary

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.

Qualifications

• 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.

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.

Skills

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

Tools

PowerShell tooling

Azure

Job description

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.