Service Desk Analyst
2 months ago
Role: Service Desk Analyst
Job Type: Permanent
Location: Warrington, United Kingdom
Join us as a Service Desk Analyst - this is a great opportunity to grow your experience in a fast-growing global IT company.
Careers at TCS: It means more
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.
- Be exposed to the future of technology.
- Work with some of the brightest global minds in the industry.
- Support many of the biggest brands in the UK and worldwide.
Job Purpose and primary objectives
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.
Your Profile
Key Responsibilities:
- 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.
- Keying the incidents from Client ticket system to Partners ticket system and vice versa
- Coordinate end to end with various parties for printer incident closure within SLA
- Printer Calls log analysis
- Printer availability report preparation and analysis
- 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
- 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
- Ticket management of Printer Incidents and New Printer Requests
- Pro-actively assist customers to avoid or reduce problem recurrence
- Act as an escalation point agent when difficult or controversial calls/ tickets that are received.
- 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
- Willingness to take on extra responsibility, as and when required
- Responsible for monitor 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.
Key skills/knowledge:
- Must be certified Security Cleared or ability to be achieve on application
- Must be ITIL certified
- Quantifiable experience of operating in a face paced moving client facing engagement
- In depth quantifiable knowledge and hands on experience in troubleshooting IT related issues
- Constantly seeks to improve technical knowledge and research new product capabilities
- Possess excellent inter-personnel skills
- Possess excellent soft skills, verbal and written communication skills
- 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.
- Knowledge on scripting will be an added advantage
- 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
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 & 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.steve@tcs.com with the subject line: “Disability Accommodation Request”.
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.
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