At a Glance
- Tasks: Provide top-notch technical support and troubleshoot IT issues for users.
- Company: Join a dynamic team in a fast-paced tech environment.
- Benefits: Competitive salary, flexible shifts, and opportunities for professional growth.
- Other info: Work in a supportive team with chances to lead projects and improve processes.
- Why this job: Be the go-to person for solving tech problems and making a difference.
- Qualifications: Must be Security Cleared and have strong IT troubleshooting skills.
The predicted salary is between 40000 - 45000 £ per year.
The Role
The IT Service Desk and Request Management Analyst will be the first point of contact for providing technical support to the accounts designated users.
Activities require a competent aptitude for working with applications / computer systems / handheld devices and to undertake analysis, diagnosis and resolution of issues which may range from straightforward to more complicated technical issues to their desired resolution
Your responsibilities
- In conjunction with the ‘Purpose of the Role’ statement above, the job incumbent will be required to delivery such services on an operational rotated 365 days in a shift working basis including Weekend and Night shift.
- Keying the incidents from Client ticket system to Partners ticket system and vice versa
- Coordinate end to end with various parties for printer incident closure within SLA
- Pro-actively assist customers to avoid or reduce problem recurrence
- Act as an escalation point agent when difficult or controversial calls/ tickets that are received.
- Provide and assist other analysts
- Review and acknowledge service requests as per process
- Take overall responsibility for service request handling
- Act as a further escalation point for the coordinators.
- To act as a single point of contact for phone calls, chat, portals, and emails etc. from staff regarding IT issues and queries
- Responsible for troubleshooting IT related issues such as but not limited to software / applications to hardware, such as desktops, laptops, printers, and Phones of the accounts designated users
- Log all customer contacts in tool provided and take ownership of incidents to their desired conclusion
- Installation of all applications and resetting passwords to all enterprise applications
- Escalate unresolved calls to various application and infrastructure support teams
- Closely monitor and meet ticket SLA targets
- Effective time / task management, as well as the ability to be flexible and creative on any given task
- Operating within a 24*7*365 as per agreed shift Rota
- Willingness to take on extra responsibility, as and when required
- Responsible for monitoring and maintaining defined SLA’s
- Identify process improvement opportunities
- Handle contacts in a professional manner with utmost quality
- Work as a backup for other functional teams when necessary.
- Perform Quality analysis when required
- Responsible for aged ticket follow up and closure
- Create Knowledge articles on common issues
- Act as the designated backup for Incident Manager when reasonably instructed to do so
- Monitor alerts related to components of infrastructure
- Responding to the alerts
- Follow the process and procedures that are introduced but not limited to the above points.
- Apply temporary/ permanent fixes, as required to eliminate issues
- Collaborate with other departments and team members to implement procedures, methods, and best practices.
- Stay updated about the latest information and apply that to the job
Your Profile
Essential skills/knowledge/experience
- Process
- Must be certified Security Cleared - Essential
- Must be ITIL certified – Preferred
- Quantifiable experience of operating in a face paced moving client facing engagement – Essential
- In depth quantifiable knowledge and hands on experience in troubleshooting IT related issues – Essential
- Constantly seeks to improve technical knowledge and research new product capabilities – Essential
- Possess excellent inter-personnel skills – Essential
- Possess excellent soft skills, verbal and written communication skills – Essential
- Willingness to participate and lead project meetings with the customer on request – Essential
- Sound technical knowledge across the ITSM tools, applications including MS Office, Skype for business, etc.
- Knowledge on scripting will be an added advantage
- Flexibility
- Available to support in Night shift (12 hour working for 4 days and 4 days week off), or another Rota, if required
- Willingness to work on weekends on other shifts on a rotational basis
Desirable skills/knowledge/experience
Previous Service Desk / Infrastructure support experience.
Service desk analyst - SC cleared in Leiston employer: Tcs Uk
As a Data Governance Specialist at our company, you will be part of a dynamic team dedicated to driving customer excellence through robust data governance practices. We pride ourselves on fostering a collaborative work culture that values innovation and continuous learning, offering ample opportunities for professional growth in a supportive environment. Located in a vibrant area, our workplace not only provides a stimulating atmosphere but also encourages a healthy work-life balance, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Service desk analyst - SC cleared in Leiston
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tcs Uk. 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 Tcs Uk 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 analyst - SC cleared in Leiston
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 Tcs Uk:Your cover letter is your chance to shine! Tell us why you want to work at Tcs Uk 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 Tcs Uk!
How to prepare for a job interview at Tcs Uk
✨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.
