Service Desk Analyst

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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.

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.

• Deliver technical support services within a 24×7×365 rotational shift model, including night and weekend shifts.
• Log, update, and manage incidents across client and partner ticketing systems.
• Coordinate with internal and external teams to ensure timely closure of printer‑related and other assigned incidents.
• Proactively assist users to reduce repeat issues and enhance service stability.
• Serve as an escalation point for challenging or high‑priority incidents.
• Support and guide other analysts to ensure consistent service delivery.
• Review, acknowledge, and manage service requests in line with defined processes.
• Take end‑to‑end ownership of service requests and incidents until resolution.
• Act as a single point of contact for IT issues across phone, chat, email, and portals.
• Troubleshoot hardware, software, applications, desktops, laptops, printers, and mobile devices.
• Log all customer interactions accurately and ensure incidents progress toward resolution.
• Install enterprise applications and perform password resets for authorised systems.
• Escalate unresolved issues to relevant application or infrastructure teams.
• Monitor ticket queues to maintain SLA compliance.
• Perform effective time and task management in a dynamic support environment.
• Participate in broader operational responsibilities as needed (e.g., backup role for Incident Manager).
• Identify and contribute to service and process improvement opportunities.
• Create and maintain knowledge articles for recurring issues.
• Monitor and respond to infrastructure alerts.
• Apply temporary or permanent fixes to prevent recurrence.
• Collaborate with cross‑functional teams to improve procedures, methods, and best practices.
• Maintain up‑to‑date knowledge of relevant technologies and apply updates to daily work.

• Must hold active Security Clearance.
• Strong hands‑on troubleshooting skills across hardware, software, and applications.
• Excellent verbal, written, and interpersonal communication skills.
• Strong customer service orientation with a professional approach.
• Ability to participate in or lead customer meetings when required.
• Strong working knowledge of ITSM tools and commonly used applications (e.g., MS Office, Skype for Business).
• Demonstrated ability to stay current with new technologies and enhance technical skills.
• Effective time management, prioritisation, and problem‑solving abilities.
• Proven capability to collaborate effectively with cross‑functional teams.
• Skilled in supporting additional operational responsibilities…