Service Desk Analyst

Overview

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Role: Service Desk Analyst

Job Type: Permanent

Location: Warrington, UK (Onsite)

Number of hours: 40 hours per week – full time

Are you looking to take on a role in IT Service Desk and Request Management?

We have an exciting opportunity 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 Service Desk Analyst will serve as the first point of contact for designated account users requiring technical support. This role involves working with applications, computer systems, and handheld devices to analyze, diagnose, and resolve a wide range of issues ensuring timely and effective resolution.

Key responsibilities:

• Provide support on a 24x7x365 rotational shift working basis including nights and weekends.
• Act as a single point for all incoming communications, including phone calls, chat, service portals, alerts, and e-mails.
• Promptly handle and resolve user-reported issues or alerts, minimizing business disruptions.
• Manage and fulfill service requests such as software installations, access permissions, and hardware/software setup.
• Create and maintain documentation and knowledge base articles to enhance support efficiency.
• Maintain clear and effective communication with users, keeping them informed of issue/request status and ensuring positive customer experience.
• Log all customer interactions in the designated ITSM tool, taking ownership of incidents through to resolution.
• Conduct quality analysis where required.
• Escalate complex issues to appropriate support teams, ensuring timely follow-up and resolution.
• Coordinate with multiple stakeholders to ensure ticket closure within SLA timelines.
• Pro-actively assist users to prevent reoccurring issues.
• Act as a backup for the Incident Manager when assigned.
• Troubleshoot a wide range of IT issues, including hardware (desktops, laptops, printers, phones) and software/applications.
• Monitor alerts from infrastructure components and respond appropriately.
• Adhere to established processes and procedures.

Your Profile

Essential skills/knowledge/experience:

• Quantifiable experience of operating in a fast-paced, client-facing environment.
• Strong troubleshooting skills for a range of IT related issues.
• Demonstrated commitment to continuous technical learning.
• Excellent Interpersonal and communication skills.
• Multitasking.
• Ability to Improvise and being able to adapt to unexpected situations.
• Active listening, problem solving and analytical skills.
• Proficiency ITSM tools, M365 applications, Active Directory, Entra , and User Administration.

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…