Service Desk Analyst - Shift-friendly IT Support Pro

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

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