Onsite Service Desk Analyst - IT Support & Training (UK)

Tata Consultancy Services Limited; Warrington; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Pension

Health care

Life assurance

Laptop

Phone

Training resources

Discounts within Tata network

Job summary

Tata Consultancy Services Limited in Warrington, UK is hiring a Service Desk Analyst to act as the first point of contact for account users, diagnosing and resolving IT issues across applications, systems and devices. The role requires supporting users, logging incidents, and maintaining SLA-driven response times.

The role includes a rotational shift (weekends and some nights) and opportunities to work with a range of stakeholders while developing strong ITIL/ITSM practices within a global

Qualifications

• Required SC Clearance / Eligible.
• Experience in a fast-paced, client-facing environment.
• Strong troubleshooting skills for a range of IT issues.
• Commitment to continuous technical learning.
• Excellent interpersonal and communication skills.
• Multitasking abilities.
• Ability to improvise and adapt to unexpected situations.
• Proficiency with ITSM tools, M365, Active Directory, Entra ID, and User Administration.

Responsibilities

• Act as a single point of contact for all communications (phone, chat, service portals, alerts, service requests, emails).
• Promptly handle and resolve user-reported issues to minimise business disruption.
• Maintain clear communication and inform users of status and resolution.
• Log all interactions in ITSM tool and own incidents to resolution.
• Escalate complex issues to appropriate teams and ensure timely follow-up.
• Coordinate with stakeholders to close tickets within SLA timelines.
• Pro-actively assist users to prevent recurring issues.
• Troubleshoot a wide range of IT issues.
• Monitor infrastructure alerts and respond appropriately.
• Adhere to established processes and procedures.
• Provide support on a rotational shift including weekends and some nights.
• Create and maintain documentation and knowledge base articles.

Skills

SC Clearance / Eligible

Fast-paced, client-facing

Troubleshooting

Continuous technical learning

Interpersonal communication

Multitasking

Adaptability/ improvise

Active listening & problem solving

Tools

ITSM tools

M365 applications

Active Directory

EntraID

User Administration

Job description

Tata Consultancy Services Limited in Warrington, UK is hiring a Service Desk Analyst to act as the first point of contact for account users, diagnosing and resolving IT issues across applications, systems and devices. The role requires supporting users, logging incidents, and maintaining SLA-driven response times.

The role includes a rotational shift (weekends and some nights) and opportunities to work with a range of stakeholders while developing strong ITIL/ITSM practices within a global