Job Title – EUC Lead / End-User Computing Lead
Company – TCS (MEA)
Location – Dubai, United Arab Emirates
Job type – Full time
About Us :
Tata Consultancy Services (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 50 years. TCS offers a consulting-led, cognitive powered, integrated portfolio of business, technology and engineering services and solutions. This 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 has over 616,171 of the world's best-trained consultants with 157 nationalities in 53 countries. For more information, visit www.tcs.com and follow TCS news at @TCS_News.
Job Description:
Required Skills & Experience
EUC Service Delivery and Operations
- Lead end-to-end EUC support covering incidents, service requests, onboarding, desktop/laptop support, software deployment and end-user productivity issues.
- Manage desktop, laptop and peripheral lifecycle activities, including procurement coordination, imaging, deployment, refresh, return and decommissioning.
- Ensure stable support for Windows endpoints, Active Directory users/devices, Group Policy, Microsoft 365, Azure AD and endpoint management tools such as Intune.
- Coordinate remote support for VPN, VDI, Citrix and hybrid-working users while maintaining service continuity across shifts and geographies.
Service Desk Leadership and SLA Governance
- Lead service desk and EUC support teams, including queue management, escalation handling, staffing, shift rostering, workload allocation and service quality reviews.
- Monitor SLA/KPI performance, ageing tickets, breached tickets, backlog trends and recurring issues; drive corrective actions to improve service levels.
- Prepare daily, weekly and monthly operational reports, SLA dashboards, governance inputs and stakeholder updates.
- Coach and mentor team members on technical troubleshooting, customer communication, ITIL processes and ticket hygiene.
Incident and Major Incident Management
- Own EUC-related P1/P2 and high-priority incidents from triage to resolution, including stakeholder communication and service restoration tracking.
- Coordinate major incident bridge calls with resolver groups, infrastructure teams, application owners, vendors and business stakeholders.
- Drive RCA completion, preventive action tracking and recurrence reduction for repeated EUC incidents.
- Analyse incident patterns and implement process improvements to reduce resolution time and improve end-user experience.
Asset, CMDB and Compliance Management
- Maintain accurate hardware asset, software asset and CMDB records for end-user devices, peripherals and related configuration items.
- Perform CMDB reconciliation, stale record clean-up, CI relationship validation and asset-to-user/service mapping.
- Support software discovery, licence compliance, usage analysis and adherence to vendor/software policies.
- Partner with infrastructure, service desk, finance/procurement and vendor teams to maintain accurate inventory and lifecycle governance.
Continuous Improvement and Stakeholder Management
- Identify opportunities to standardise EUC processes, improve ticket resolution, reduce repeat incidents and strengthen governance discipline.
- Engage with client stakeholders and internal leadership for operational reviews, escalations, audit inputs, service improvement plans and service readiness.
- Contribute to business continuity, disaster recovery readiness and endpoint recoverability activities where EUC dependencies are involved.
- Promote a customer-centric, compliant and automation-aware EUC operating culture.
Required Technical Skills
- End-User Computing operations, desktop/laptop support and device lifecycle management
- Windows OS, Active Directory, Group Policy, endpoint configuration and endpoint compliance
- Microsoft 365 administration, Azure AD fundamentals and Intune / endpoint management exposure
- VPN, VDI, Citrix and remote support operating models
- ServiceNow or equivalent ITSM platform, including incident, request, asset and CMDB modules
- Hardware Asset Management, Software Asset Management and CMDB governance
- Incident Management, Major Incident Management, RCA and ITIL-aligned service operations
- SLA/KPI reporting, dashboard preparation, ticket trend analysis and continuous improvement
Leadership and Behavioural Skills
- Strong team leadership with experience in mentoring, shift planning, workload allocation and service quality governance.
- Clear stakeholder communication for escalations, operational reporting, governance meetings and major incident updates.
- Ability to work with cross-functional infrastructure, application, network, vendor and business teams.
- Customer-focused approach with attention to service continuity, user experience and operational discipline.
- Analytical mindset to identify trends, improve processes and reduce recurring incidents.
Preferred Certifications
- ITIL Foundation or higher certification
- Microsoft Azure Fundamentals (AZ-900) or equivalent Microsoft cloud fundamentals
- ServiceNow Certified System Administrator or relevant ITSM certification
- Microsoft endpoint, M365, Intune, desktop or modern workplace certifications are desirable
Success Measures
- SLA adherence and improved ticket ageing/backlog position
- Improved first-time resolution and reduced repeat incidents
- Accurate asset/CMDB inventory and reduced stale/duplicate configuration records
- Timely major incident coordination, RCA closure and preventive action completion
- Positive end-user experience, service quality and stakeholder satisfaction
Thank you for expressing interest in this role at TCS. We will review your application and reach out to you if your profile aligns with our requirements for this opportunity.
Application Deadline : 30-Aug-2026
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