Service Desk Analyst

JR United Kingdom; Crawley; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Service Desk Analyst to provide top-notch technical support. This role involves being the first point of contact for users, managing communications, and resolving issues efficiently. You will work in a dynamic environment, collaborating with diverse teams while continuously learning and adapting to new challenges. The company values diversity and inclusion, offering a supportive workplace where you can make a meaningful impact. If you're ready to enhance your skills and contribute to a purpose-driven organization, this is the perfect opportunity for you.

Benefits

Pension

Healthcare

Life assurance

Laptop

Phone

Extensive training

Health & wellness initiatives

Qualifications

• Experience in a fast-paced, client-facing environment.
• Strong troubleshooting skills for IT issues.
• Commitment to continuous technical learning.

Responsibilities

• Support on a 24x7x365 rotational shift basis.
• Resolve user-reported issues efficiently.
• Log interactions in the ITSM tool.

Skills

Troubleshooting IT issues

Interpersonal skills

Communication skills

Multitasking

Problem-solving

Active listening

Analytical skills

Adaptability

Tools

ITSM tools

M365

Active Directory

Entra ID

User Admin

Job description

Social network you want to login/join with:

Service Desk Analyst, Crawley, West Sussex

Client: Tata Consultancy Services

Location: Crawley, West Sussex, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views: 2

Posted: 08.05.2025

Expiry Date: 22.06.2025

Job Description:

If you need support in completing the application or require a different format of this document, please contact at [emailprotected] or call TCS London Office number 02031552100 with the subject line: “Application Support Request”.

Role: Service Desk Analyst

Job Type: Permanent

Hours: 40 hours per week – full time

Are you interested in a role within IT Service Desk and Request Management?

We have an exciting opportunity for you – Service Desk Analyst.

Careers at TCS: It means more

TCS is a purpose-led transformation company, built on belief. We help businesses transform through technology and 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 demanding innovation and leadership.

• Build strong relationships with diverse stakeholders.
• Access to continuous learning opportunities.
• Collaborate with various teams to bring products to life.

The Role

The Service Desk Analyst serves as the first point of contact for account users requiring technical support. This role involves working with applications, systems, and devices to analyze, diagnose, and resolve issues promptly.

Key Responsibilities:

• Support on a 24x7x365 rotational shift basis, including nights and weekends.
• Manage all incoming communications: calls, chat, portals, alerts, emails.
• Resolve user-reported issues efficiently to minimize disruptions.
• Handle service requests like software installation, access permissions, setup.
• Maintain documentation and knowledge base articles.
• Communicate effectively with users, keeping them informed.
• Log interactions in the ITSM tool, owning incidents to resolution.
• Conduct quality analysis as needed.
• Escalate complex issues appropriately.
• Coordinate to meet SLA timelines.
• Proactively prevent recurring issues.
• Act as backup for Incident Manager when needed.
• Troubleshoot hardware/software issues.
• Monitor infrastructure alerts and respond accordingly.
• Follow established processes and procedures.

Your Profile

Essential skills/knowledge/experience:

• Experience in a fast-paced, client-facing environment.
• Strong troubleshooting skills for IT issues.
• Commitment to continuous technical learning.
• Excellent interpersonal and communication skills.
• Multitasking ability.
• Adaptability to unexpected situations.
• Active listening, problem-solving, analytical skills.
• Proficiency in ITSM tools, M365, Active Directory, Entra ID, User Admin.

TCS is voted a Top Employer in the UK and globally, offering competitive packages including pension, healthcare, life assurance, laptop, phone, and extensive training. We also promote health & wellness initiatives and sponsor events like the London Marathon.

Diversity, Inclusion, and Wellbeing

TCS UK&I is committed to accessibility and diversity, welcoming applicants of all backgrounds. We are a disability-inclusive employer and encourage disabled candidates to apply. If needed, request adjustments during the application process by contacting us at [emailprotected].

Beware of fraudulent offers: TCS does not ask for payments or security deposits and does not send offers from free email services. Report suspicious activity to [emailprotected].

Due to high application volume, individual responses may not be provided. If no response is received within 30 days, consider your application unsuccessful.

Join us and do more of what matters. Apply online now.