At a Glance
- Tasks: Lead a dynamic service desk team and drive quality improvements.
- Company: Join TCS, a purpose-led transformation company making a real impact.
- Benefits: Enjoy competitive salary, health care, and extensive training resources.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a difference while developing your skills in a supportive environment.
- Qualifications: Strong communication skills and experience in IT service management required.
The predicted salary is between 37800 - 46200 £ per year.
If you need support in completing the application or if you require a different format of this document, please get in touch with at UKI. recruitment@tcs. com or call
TCS London Office number 02031552100 with the subject line: “Application Support Request”.
Role
Service Desk Lead
Job Type
Permanent
Number of hours
- 40 hours per week – full time
- 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
Key responsibilities
- Conduct regular quality assurance audits of service desk operations to ensure adherence to quality standards and best practices.
- Analyze data and metrics to identify trends, issues, and areas for improvement in service delivery.
- Develop and maintain quality standards, procedures, and documentation for service desk operations
- Identify and propose process improvements to enhance efficiency, effectiveness, and customer satisfaction.
- Collaborate with service desk teams and other stakeholders to implement process changes and improvements.
- Monitor the performance of service desk processes and identify areas for ongoing optimization.
- Contribute to the development and maintenance of service desk knowledge base.
- Ensure that knowledge base content is accurate, up-to-date, and easily accessible to users.
- Promote the use of knowledge management tools and resources.
- Relevant experience in IT service desk operations and/or quality assurance.
- Prepare regular reports on service desk performance and quality metrics and other adhoc reports for the project as and when necessary.
- Communicate findings and recommendations to stakeholders in a clear and concise manner.
- Lead daily huddles, queue reviews and shift handovers to ensure SLA adherence, timely ticket resolution and effective workload balancing.
- Act as first level escalation point for service desk analysts and coordinate with resolver groups for complex incidents, service requests and ageing tickets.
- Coach team members on call handling, ticket documentation, customer communication, knowledge usage and first contact resolution improvement.
- Drive continual service improvement actions by identifying repeat contacts, automation opportunities, process gaps and knowledge article improvements.
Your Profile
Essential skills/knowledge/experience
- Good Communication skills both Verbal and Written with ability to Coach associates
- Strong understanding of IT service management principles and practices
- Experience with service desk tools and technologies
- Knowledge of common IT infrastructure and applications
- Ability to analyze data and identify trends and patterns.
- Ability to develop and implement solutions to improve service delivery
- Ability to manage shift operations, queue monitoring, escalations, ageing tickets, SLA breaches and daily service desk governance.
- Good-to-Have Hands-on exposure to Service Now or similar ITSM tools, Microsoft 365, Active Directory, remote support tools and knowledge management practices.
- Experience in preparing dashboards, RCA inputs, service improvement plans, CSAT/DSAT analysis and monthly governance reports.
- Understanding of shift-left, automation opportunities, call reduction, first contact resolution improvement and continual service improvement initiatives.
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.
- We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon.
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.
Please email us at
UKI. recruitment@tcs. com if you would like to opt in.
If you are an applicant who needs any adjustments to the application process or interview, please contact us at UKI. recruitment@tcs. com with the subject line: “Adjustment Request” or call
TCS London Office 02031552100 / +44 204 520 2575 to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.
Due to the high volume of applications, we will be unable to contact each applicant individually on the status of their application.
If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.
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Service Desk Lead in Crawley employer: Tata Consultancy Services
At TCS Interactive, we pride ourselves on being an exceptional employer, offering a vibrant and inclusive work culture that champions collaboration and creativity. As a Mid-Weight UX Designer, you will have the opportunity to grow your skills alongside talented professionals in a supportive environment, while contributing to impactful digital products that enhance user experiences. Our commitment to employee development, coupled with our focus on meaningful design, makes TCS Interactive a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Lead in Crawley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tata Consultancy Services. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Tata Consultancy Services before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Lead in Crawley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Tata Consultancy Services:Your cover letter is your chance to shine! Tell us why you want to work at Tata Consultancy Services specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Tata Consultancy Services!
How to prepare for a job interview at Tata Consultancy Services
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
