If you need support in completing the application or if you require a different format of this document, please get in touch with UKI.recruitment@tcs.com or call TCS London Office number 02031552100 with the subject line: “Application Support Request”.
Role: Service Desk, Request Management Analyst
Job Type: Permanent
Location: Warrington, UK
Number of hours: 40 hours per week – full time
Ready to utilize your experience and expertise in IT support and request management?
We have an exciting role for you - Service Desk and Request Management 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.
* Eager to collaborate and contribute to a dynamic team environment.
* Ready to tackle challenges head-on with a proactive mindset.
* Committed to achieving excellence and delivering impactful results in every interaction.
The Role
As an IT Service Desk and Request Management Analyst, you will serve as the primary point of contact for technical support to designated account users. This role requires strong problem-solving skills and proficiency in working with applications, computer systems, and handheld devices. You will be responsible for analyzing, diagnosing, and resolving issues ranging from simple to complex, ensuring timely and effective solutions that meet user needs.
Key responsibilities:
* Deliver IT services on a rotational 24x7x365 shift schedule, including weekends and night shifts.
* Serve as the single point of contact for phone calls, chat, portals, alerts, and emails related to issues and queries.
* Promptly handle and resolve user-reported issues or alerts, ensuring minimal disruption to business operations.
* Manage and fulfill service requests such as software installations, access permissions, and hardware/software setup.
* Create and maintain documentation and knowledge bases to streamline support processes and enhance efficiency.
* Communicate clearly and effectively with users, keeping them informed on issue status and ensuring customer delight in every interaction.
* Log all customer interactions in the designated tool and take ownership of incidents through resolution.
* Perform quality analysis as required.
* Escalate complex issues to appropriate support teams when necessary, ensuring timely resolution within SLA.
* Coordinate end-to-end with various stakeholders for ticket closure within SLA.
* Proactively assist customers to prevent or reduce recurring issues.
* Act as the designated backup for Incident Manager when instructed.
* Troubleshoot IT-related issues across software, applications, and hardware (desktops, laptops, printers, phones) for designated account users.
* Monitor alerts related to infrastructure components and take necessary action.
* Adhere to all established processes and procedures.
* Closely monitor and meet ticket SLA targets.
* Demonstrate effective time and task management, with flexibility and creativity in handling assignments.
Your Profile:
* Proven experience working in a fast-paced, client-facing environment.
* Strong ability to troubleshoot IT-related issues across hardware and software.
* Demonstrates a continuous drive to enhance technical knowledge and stay updated.
* Excellent interpersonal skills with the ability to build positive user relationships.
* Outstanding communication skills both verbal and written, with strong soft skills.
* Ability to multitask effectively, coupled with proficient typing skills.
* Quick thinker with the ability to adapt to unexpected situations and resolve challenges efficiently.
* Sound knowledge across ITSM tools, M365 applications, Active Directory, Entra ID, User Administration etc.
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.
We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon.
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 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.
As a Disability Confident Employer, we offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role. Please email us at UKI.recruitment@tcs.com if you would like to opt in.
If you are an applicant who needs any adjustments to the application process or interview, please contact us UKI.recruitment@tcs.com with the subject line: “Adjustment Request” or call TCS London Office 02031552100 / +44 204 520 2575 to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.
Next Steps:
Application Process
* Online application: You can apply directly through LinkedIn/ by uploading your CV. In case you wish to submit your application via another format like audio/video, please, contact - UKI.recruitment@tcs.com
* Skill-Based discussion: This will be a level 1 interview with the project team, it can be via video or in-person. Details will be confirmed by your recruiter.
* Managerial discussion: This discussion will focus on behavioral aspects and person-organization fit.
* HR Discussion: This will be with one of the members of the HR team and will cover your career journey, aspirations for growth, compensation and any other questions you may have.
Beware of Fraudulent offers
This is to notify you that TCS does not ask for any sort of payment or security deposit from candidates at any stage of the recruitment process. The firm never sends out job offers from free internet email services like Gmail, Yahoo Mail, and so on. TCS has not authorised any third-party company to collect money on their behalf. As a vigilant job seeker, beware of fraudulent recruitment activity and protect your interests! You can write to UKI.recruitment@tcs.com to report any fraudulent activity.
Due to the 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.
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