IT Support Analyst

About the role

The IT Support Analyst will deliver prompt and effective end‑user computing services for TCS employees in Abu Dhabi. You will troubleshoot hardware, software and network issues, ensuring minimal downtime and high satisfaction across the organization.

Key responsibilities

• Provide L1/L2 support for desktops, laptops, printers and peripherals.
• Manage incidents and service requests in ServiceNow or Remedy, adhering to defined SLAs.
• Perform hardware and software troubleshooting, OS and application installations, and patch management.
• Administer user accounts, password resets and access provisioning via Active Directory.
• Support Microsoft 365 suite (Outlook, Teams, SharePoint, OneDrive) and assist with device imaging and lifecycle management.
• Conduct network connectivity troubleshooting for LAN, Wi‑Fi and VPN.
• Maintain knowledge‑base articles, SOPs and accurate documentation of incidents.
• Coordinate with vendors for hardware repairs and participate in on‑call rotation when required.

Required profile

• Minimum 4 years of experience in desktop support or end‑user computing environments.
• Strong communication skills and ability to handle customer interactions professionally.
• Experience working in an SLA‑driven support model.

Required skills

• Windows 10/11 operating systems.
• MacOS (optional).
• Active Directory, user administration and Group Policy management.
• Microsoft 365 (O365/M365) applications – Outlook, Teams, OneDrive.
• Hardware troubleshooting for laptops, desktops, printers and peripherals.
• ITSM tools such as ServiceNow or Remedy.
• Basic networking knowledge – LAN, Wi‑Fi, VPN.
• Endpoint management tools – SCCM, Intune, Endpoint Manager.