Role: Service Desk Analyst (Night Shift)

Job Type: Permanent

Location: Warrington, United Kingdom

Ready to make an impact by taking overall responsibility for service request handling?

Have you got good working knowledge in ITIL?

Join us and make a meaningful impact as a Service Desk Analyst.

Careers at TCS: It means more.

TCS is a purpose-led transformation company, built on belief. We don’t 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. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation.

* Fast track your growth with diverse career opportunities internally.

* Learn more about the big picture of our platforms.

* Make a meaningful impact by improving our service, process, and operations.

The Role

As a Service Desk Analyst, you will be the first point of contact for providing technical support to the accounts designated users.

* Key the incidents from a client ticket system to a partners’ ticket system and vice versa.

* Coordinate end-to end with various parties for printer incident closure within SLA.

* Responsible for printer calls analysis and printer availability report preparation and analysis.

* Day-to-day management of the first line technical service desk on printer incidents to respond to internal/external customer incidents and queries via email and phone.

* 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.

* Install all applications and resetting passwords to all enterprise applications.

* Escalate unresolved calls to various application and infrastructure support teams.

* Participate in enterprise application release / maintenance activities on request.

* Act as a single point of contact for phone calls, chat, portals, and emails etc. from staff regarding IT issues and queries not limited to printer tickets.

* Receive, log, and manage calls/chat/self-service portal/tickets to their conclusion from internal staff via telephone and email.

* Responsible for monitoring and maintaining defined SLA’s.

* Work as a backup for other functional teams when necessary.

* Act as the designated backup for the Incident Manager when reasonably instructed to do so.

Your Profile

* Knowledge across the ITSM tools, applications including MS Office, Skype for business, etc.

* Knowledge of scripting.

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).

TCS celebrates inclusion without exception. 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 us with the subject line: “Disability Accommodation Request”.

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