Service Desk Analyst

Tata Consultancy Services; Belfast City District; 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

Wellbeing initiatives

London Marathon sponsor

Job summary

Tata Consultancy Services UK is seeking a Service Desk Analyst to be the first point of contact for designated account users needing technical support. You will work with applications, systems, and devices to diagnose and resolve a wide range of issues, ensuring timely resolution.

The role requires strong troubleshooting, excellent communication, and the ability to work in a fast-paced environment. A rotational shift including weekends/nights is part of the schedule, with opportunities for

Qualifications

• SC Clearance or eligible.
• Experience in a fast-paced, client-facing environment.
• Commitment to continuous technical learning.
• Excellent interpersonal and communication skills.
• Multitasking abilities.
• Ability to improvise and adapt to unexpected situations.
• Active listening, problem solving and analytical skills.
• Proficiency with ITSM tools, M365, Active Directory, Entra ID and User Administration.

Responsibilities

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

Skills

SC Clearance

Client-facing experience

Troubleshooting

Learning mindset

Communication

Multitasking

Adaptability

Active listening

ITSM tools

M365

Active Directory

Entra ID

User Administration

Tools

ITSM tools

M365

Active Directory

Entra ID

User Administration

Job description

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:

• Act as a single point for all incoming communications, including phone calls, chat, service portals, alerts, service requests and e-mails.
• Promptly handle and resolve user-reported issues or alerts, minimizing business disruptions.
• 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.
• 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.
• Troubleshoot a wide range of IT issues.
• Monitor alerts from infrastructure components and respond appropriately.
• Adhere to established processes and procedures.
• Provide support on a rotational shift working basis including weekends and occasional nights.
• Create and maintain documentation and knowledge base articles.

Your Profile

Essential skills/knowledge/experience:

• Required SC Clearance / Eligible.
• 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 ID, 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.

• pension
• health care
• life assurance
• laptop
• phone
• access to extensive training resources
• discounts within the larger Tata network

We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon.

• health & wellness initiatives and sports events
• 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 a Disability Confident Employer, we offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role.