Com or call TCS London Office number 02031552100 with the subject line: “Application Support Request”.
Role: Service Desk Analyst – Night Shift
Job Type: Permanent
Are you looking for an exciting opportunity at IT Service Desk and Request Management?
We have an exciting role for you – Service Desk Analyst.
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.
Gain access to endless learning opportunities.
The IT Service Desk and Request Management Analyst will be the first point of contact for providing technical support to the accounts designated users. Activities require a competent aptitude for working with applications / computer systems / handheld devices and to undertake analysis, diagnosis and resolution of issues which may range from straightforward to more complicated technical issues to their desired resolution.
The Associate will be required to delivery such services on an operational rotated 365 days in a Night shift working basis including Weekend and Night shift.
Day-to-day Management of First line technical service desk on printer incidents to respond to internal/external customer incidents and queries via email and phone
To 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
Receiving, logging, and managing calls/chat/self-service portal/tickets to their conclusion from internal staff via telephone and email
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
Installation of all applications and resetting passwords to all enterprise applications
Escalate unresolved calls to various application and infrastructure support teams
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
Work in the day shift for trainings and if required
Responsible for monitoring and maintaining defined SLA’s
Handle contacts in a professional manner with utmost quality
Perform Quality analysis when required
Must be ITIL certified – Preferred
In depth quantifiable knowledge and hands on experience in troubleshooting IT related issues – Essential
Willingness to participate and lead project meetings with the customer on request – Essential
Sound technical knowledge across the ITSM tools, applications including MS Office, Skype for business, etc.
Available to support in Night shift (12 hour working for 4 days and 4 days week off)
Willingness to work on weekends on other shifts on a rotational basis if required.
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 and Wellbeing
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.
You’ll find a welcoming culture and many internal volunteering and social networks to join (these are optional). Our diversity, inclusion and social activities include 12 employee networks such as gender diversity, LGBTQIA+ & Allies, mental health, disability & neurodiversity inclusion and many more, as well as health & wellness initiatives and sports events and we sponsor the London Marathon.
We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.
com with the subject line: “Adjustment Request” or call TCS London Office 02031552100 to request an adjustment. Apply online now.