Service Desk & Event Management Analyst

Tata Consultancy Services; Dublin; On-site; EUR 35,000 - 52,000; Full time

Benefits offered by this job

Pension

Health care

Life assurance

Laptop

Training resources

Discounts within Tata network

London Marathon sponsorship

Job summary

Tata Consultancy Services UK & Ireland is recruiting for a Service Desk & Event Management Analyst in Dublin. The role provides first-line IT support to end users and proactive monitoring of critical IT systems to ensure uninterrupted business operations.

Your profile includes IT service desk experience, strong Windows/Mac OS and O365 knowledge, and familiarity with ITSM tools. A robust support culture with ITIL-aligned processes is emphasized.

Qualifications

• Experience in IT service desk / end-user support roles (1st & 2nd line).
• Strong knowledge of Windows/Mac OS, O365, and commonly used enterprise applications.
• Analytical mindset for identifying patterns in incidents/events.
• Familiarity with ITSM tools (ServiceNow, Remedy, or similar).
• Excellent problem-solving and customer service skills.

Responsibilities

• Provide first-line IT support to end-users via phone, email, ticketing system, chat.
• Act as 2nd line of support for Desktop and Application issues escalated by 1st line of support.
• Troubleshoot and resolve issues related to desktops, laptops, mobile devices, applications, printers, and network connectivity.
• Provide remote and desk-side support, escalating to Level 3 as required.
• Log, track, and prioritize tickets in the ITSM tool, ensuring SLA adherence.
• Deliver high-quality, customer-focused communication and technical guidance.

Skills

IT service desk experience

Windows & macOS

O365

Analytical mindset

ITSM tools familiarity

Customer service skills

Education

ITIL Foundation certification

Tools

ServiceNow

Remedy

Job description

Service Desk & Event Management Analyst (3926)

Role: Service Desk & Event Management Analyst
Location: Full time onsite – Dublin
Contract: Permanent

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.

• Acting as a guardian to the business lifecycle: This role means more than troubleshooting technical issues for a user; it’s about acting as a proactive partner in business continuity ensuring the systemic risks are mitigated before they impact the organisation’s fundamental workers
• Restoring critical productivity, not only ticket closures: This means more than fixing a technical glitch; it’s also about returning hours of productive time to an important employee so they can meet their business deadlines and support organization’s objectives
• A Human Touch to the Technical Support: It means more than following a mundane script; it’s also about providing reassurance, emphatic presence to an annoyed user during a technical failure of a mission critical system

The Role

The IT Service Desk and Monitoring & Event Management Analyst will be responsible for providing first-line IT support to end-users requiring technical assistance and proactively monitoring critical IT systems, and managing IT events to ensure smooth and uninterrupted business operations. The role involves a blend of service desk support like incident handling, fulfilling service requests ensuring timely escalation in line with SLAs while also handling Event Management activities like system monitoring, and event correlation to detect, log, escalated, and resolve IT issues effectively.

Your responsibilities:

Service Desk Support

• Act as the first point of contact for IT-related incidents and service requests (phone, email, ticketing system, chat).
• Act as 2nd line of support for Desktop and Application issues escalated by 1st line of support
• Troubleshoot and resolve issues related to desktops, laptops, mobile devices, applications, printers, and network connectivity.
• Provide remote and desk-side support, escalating to Level 3 support teams as required.
• Log, track, and prioritize tickets in the ITSM tool, ensuring SLA adherence.
• Deliver high-quality, customer-focused communication and technical guidance.
• Perform user account administration (Active Directory, O365, VPN, email, etc.).
• Document solutions and contribute to the knowledge base for continuous improvement.
• Support shift coverage as part of a 10x5 or extended-hours support model if required.
• Coordination and facilitation of Major Incident Communication including handover of Major Incidents to Manager Incident Manager to manage them through their lifecycle till closure

Monitoring & Event Management

• Proactively monitor IT infrastructure, applications, and services using monitoring tools.
• Detect, log, and correlate system-generated alerts to identify actual incidents vs. false positives.
• Analyze events to identify potential threats or service degradations.
• Escalate critical alerts and initiate incident management processes when required.
• Ensure events are categorized, documented, and linked with incidents/problems where applicable.
• Support reporting on incident trends, system performance, and event management efficiency.

Your Profile

Essential skills/knowledge/experience:

• Experience in IT service desk / end-user support roles (1st & 2nd line).
• Strong knowledge of Windows/Mac OS, O365, and commonly used enterprise applications.
• Analytical mindset for identifying patterns in incidents/events
• Familiarity with ITSM tools (ServiceNow, Remedy, or similar).
• Excellent problem-solving and customer service skills.

Desirable skills/knowledge/experience:

• ITIL Foundation certification

Rewards & Benefits

TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop and access to extensive training resources and discounts within the larger Tata network.

We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon and partner with our local communities in Ireland.

Diversity, Inclusion and Wellbeing

Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the Ireland Employment Equality Acts 1998-2011 (as amended) and the Equal Status Acts 2000-2012 (as amended).

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.