Job Description
If you need support in completing the application or if you require a different format of this document, please get in touch with at UKI.recruitment@tcs.com or call TCS London Office number 02031552100 with the subject line: “Application Support Request”.
Role: Service Desk Analyst – Night Shift
Job Type: Permanent
Location: Warrington, UK (Onsite)
Are you looking for an exciting opportunity at IT Service Desk and Request Management?
We have an exciting role for you – 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.
* Gain access to endless learning opportunities.
* Work closely with the range of teams within the business to bring products to life.
The Role:
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.
Key responsibilities:
* 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.
* Keying the incidents from Client ticket system to Partners ticket system and vice versa
* Liaising with third Party suppliers and managing printer issues for resolution
* 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
* Pro-actively assist customers to avoid or reduce problem recurrence
* Provide and assist other analysts
* 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 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
* 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
* Participate in enterprise application release / maintenance activities on request
* 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
* Work in the day shift for trainings and if required
* Willingness to take on extra responsibility, as and when required
* Responsible for monitoring and maintaining defined SLA’s
* Identify process improvement opportunities
* Handle contacts in a professional manner with utmost quality
* Work as a backup for other functional teams when necessary.
* 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
* Follow the process and procedures that are introduced but not limited to the above points.
Your Profile
Essential skills/knowledge/experience:
* Must be certified Security Cleared or ability to be achieve on application (5 years UK residency minimum stay criteria) - Essential
* Must be ITIL certified – Preferred
* Quantifiable experience of operating in a face paced moving client facing engagement – Essential
* In depth quantifiable knowledge and hands on experience in troubleshooting IT related issues – Essential
* Constantly seeks to improve technical knowledge and research new product capabilities – Essential
* Possess excellent inter-personnel skills – Essential
* Possess excellent soft skills, verbal and written communication skills – 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.
* Knowledge on scripting will be an added advantage.
Flexibility:
* 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.
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 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.
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.
If you are an applicant who needs any adjustments to the application process or interview, please contact us at UKI.recruitment@tcs.com 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.