It Service Desk Analyst

Role: IT Service Desk Analyst
Job Type: Permanent
Location: Warrington, United Kingdom (Onsite) Rotational Shift between 4am 10pm

Ready to utilise your knowledge inIT Service Desk Management?
Are you looking for an exciting opportunity inservice request handling?

We have an exciting role for you as IT Service Desk Analyst.

Careers at TCS: It means more

TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.

• Build strong relationships with a diverse range of stakeholders.
• Work closely with the range of teams within the business to bring products to life.
• Gain experience in partner management, interacting with many of our stakeholders.

The Role

As an IT Service Desk Analyst,you will be part of an exciting IT Service Desk team where you will be challenged every day.

Key responsibilities:

• Handle IT issues over phone, email, and chat for IT & Business users.
• Log tickets and manage end-to-end incidents and service request management.
• Work on process definition and document creation.
• Prepare progress reports to discuss the success and pain areas.
• Perform service improvement activities for Service Desk, access management and major incident management.
• Work closely with the range of teams within the IT teams to improve coordination skills.
• Work with customers and identify opportunities to support their strategy and improve their processes across functions.
• Willing to work in shifts.

Your Profile
Key skills/knowledge:

• Excellent communication (Phone/Email/Chat) and customer service skills.
• Strong knowledge of basic technical know-how Windows 10 client/application troubleshooting skills, ITIL /Windows /0365 Product understanding / ServiceNow.
• ITSM knowledge (IM, Request management, MIM).
• Knowledge management and Service Desk knowledge base creation.

Good to have:

• Analytical and team management skills.

Rewards & Benefits

TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop, phone, access to extensive training resources and discounts within the larger Tata network.

Diversity, Inclusion & Wellbeing

At TCS, we believe in building and sustaining a culture of equity and belonging where everyone can thrive. Our diversity motto is Inclusion without Exception .

You ll find a welcoming culture and many internal volunteering and social networks to join. Our diversity, inclusion and social activities include LGBTQ+ and mental health networks, as well as health and wellness initiatives and sports events (we even sponsor the London Marathon).

We are open to all and treat applications equally, regardless of ethnicity, disability, gender, age, sexual orientation, or beliefs.

If you are an applicant who needs an accommodation due to a disability to complete an employment application, or during any phase of the hiring process, please contact with the subject line: Disability Accommodation Request .

Application Process

1. Online application > 2. Technical discussion > 3. Managerial discussion > 4. HR discussion (EP role usually)

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