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IT Service Desk Support Specialist

2 months ago

Warrington, Warrington, United Kingdom Tata Consultancy Services Full time
Job Title: IT Service Desk Support Technician

At Tata Consultancy Services, we are seeking a highly skilled IT Service Desk Support Technician to join our team. As a key member of our IT Service Desk, you will be responsible for providing technical support to our clients and ensuring that their IT needs are met.

Key Responsibilities:
  • Provide technical support to clients via phone, email, and chat
  • Manage and resolve printer-related incidents and issues
  • Monitor printer incidents through internal monitoring systems
  • Communicate with customers regarding printer incident updates
  • Review and acknowledge service requests
  • Take overall responsibility for service request handling
  • Act as a single point of contact for phone calls, chat, portals, and emails from staff regarding IT issues and queries
  • Receiving, logging, and managing calls/chat/self-service portal/tickets to their conclusion from internal staff via telephone and email
  • Troubleshoot IT-related issues such as software, applications, desktops, laptops, printers, and phones
  • 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 and flexibility
Requirements:
  • ITIL certification
  • In-depth knowledge and hands-on experience in troubleshooting IT-related issues
  • Sound technical knowledge across ITSM tools, applications, including MS Office, Skype for business, etc.
  • Availability 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
What We Offer:
  • Competitive salary packages featuring pension, health care, life assurance, laptop, phone, access to extensive training resources, and discounts within the larger Tata network
  • Diversity, Inclusion & Wellbeing
  • A welcoming culture and many internal volunteering and social networks to join
  • LGBTQ+ and mental health networks, as well as health and wellness initiatives and sports events