Job Description
Role: Service Desk Analyst Job Type: Permanent Join us as a Service Desk Analyst - this is a great opportunity to grow your experience in a fast-growing global IT company. TCS is a purpose-led transformation company, built on belief. We don’t 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 opportunities to make an impact that matters, through challenging projects which demand ambitious innovation. Support many of the biggest brands in the UK and worldwide. 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. In conjunction with the ‘Purpose of the Role’ statement above, the job incumbent will be required to deliver such services on an operational rotated 365 days in a Night shift working basis including Weekend and Night shift. Printer Calls log analysis Printer availability report preparation and analysis 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 Monitor the Printer incidents through internal monitoring systems Maintain ongoing communication on the printer incident updates to customers provided by 2nd and 3rd line support teams Review and acknowledge service requests as per process Take overall responsibility for service request handling 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 Handle contacts in a professional manner with utmost quality Perform Quality analysis when required Must be ITIL certified In depth quantifiable knowledge and hands on experience in troubleshooting IT related issues Willingness to participate and lead project meetings with the customer on request 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 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 & Wellbeing At TCS, we believe in building and sustaining a culture of equity and belonging where everyone can thrive. Our diversity motto is ‘Inclusion without Exception’. You’ll find a welcoming culture and many internal volunteering and social networks to join. Our diversity, inclusion and social activities include LGBTQ+ and mental health networks, as well as health and wellness initiatives and sports events (we even sponsor the London Marathon). TCS celebrates inclusion without exception. We are open to all and treat applications equally, regardless of ethnicity, disability, gender, age, sexual orientation or beliefs. If you are an applicant who needs an accommodation due to a disability to complete an employment application, or during any phase of the hiring process, please contact us at ansah.com with the subject line: “Disability Accommodation Request”. Apply online now.