Service Desk Analyst

Tata Consultancy Services; Warrington; Hybrid; GBP 40,000 - 60,000

Job description

UK&I Technical Recruiter at Tata Consultancy Services

Role: Service Desk Analyst

Job Type: Permanent

Location: Warrington, UK (Hybrid)

Number of hours: 40 hours per week – full time

Are you looking for an exciting opportunity in IT Service Desk and Request Management?

We have an exciting role for you – Service Desk Analyst.

The Role

As a IT Service Desk Analyst, you will be the first point of contact for providing technical support to the accounts designated users. Activities in this role require a competent aptitude for working with applications, computer systems and handheld devices. In this role you will undertake analysis, diagnosis and resolution of issues. You will be required for services on an operational rotated 365 days in a shift working basis including Weekend and Night shifts.

Key responsibilities:

• Key the incidents from Client ticket system to Partners ticket system and vice versa.
• Coordinate end to end with various parties for printer incident closure within SLA.
• Pro-actively assist customers to avoid or reduce problem recurrence.
• Act as an escalation point agent when difficult or controversial calls/ tickets that are received.
• Review and acknowledge service requests as per process & Take overall responsibility for service request handling.
• Act as a further escalation point for the coordinators.
• To act as a single point of contact for phone calls, chat, portals, and emails etc. from staff regarding IT issues and queries.
• Responsible for troubleshooting IT related issues such as but not limited to software / applications to hardware, such as desktops, laptops, printers, and Phones of the accounts designated users.
• Log all customer contacts in tool provided and take ownership of incidents to their desired conclusion.
• Installation of all applications and resetting passwords to all enterprise applications.
• Escalate unresolved calls to various application and infrastructure support teams.
• Closely monitor and meet ticket SLA targets.
• Effective time / task management, as well as the ability to be flexible and creative on any given task.
• Operating within a 24*7*365 as per agreed shift Rota.
• Willingness to take on extra responsibility, as and when required.
• Responsible for monitoring and maintaining defined SLA’s.
• Identify process improvement opportunities.
• Perform Quality analysis when required.
• Responsible for aged ticket follow up and closure.
• Create Knowledge articles on common issues.
• Act as the designated backup for Incident Manager when reasonably instructed to do so.
• Monitor alerts related to components of infrastructure & Respond to the alerts.
• Apply temporary/ permanent fixes, as required to eliminate issues.
• Collaborate with other departments and team members to implement procedures, methods, and best practices.

Your Profile

Essential skills/knowledge/experience:

• Must be certified Security Cleared or SC Eligible.
• Must be ITIL certified.
• Quantifiable experience of operating in a fast paced moving client facing engagement.
• In depth quantifiable knowledge and hands on experience in troubleshooting IT related issues.
• Possess excellent inter-personnel skills.
• Possess excellent soft skills, verbal and written communication skills.
• Willingness to participate and lead project meetings with the customer on request.
• Sound technical knowledge across the ITSM tools, applications including MS Office, Skype for business, etc.
• Knowledge on scripting will be an added advantage
• Available to support in Night shift (12 hour working for 4 days and 4 days week off), or another Rota, if required.
• Willingness to work on weekends on other shifts on a rotational basis.

Diversity, Inclusion and Wellbeing

Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the UK Equality Act 2010 and the UK Human Rights Act 1998.

We believe in building and sustaining a culture of equity and belonging where everyone can thrive. Our diversity and inclusion motto is ‘Inclusion without Exception’. Our continued commitment to Culture and Diversity is reflected across our workforce implemented through equitable workplace policies and processes.

If you are an applicant who needs any adjustments to the application process or interview, please contact us at [e-mail] with the subject line: “Adjustment Request” or call TCS London Office 02031552100 to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.

Next Steps

Due to a high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.

Join us and do more of what matters. Apply online now.