Are you looking to start or develop your career in IT support within a global technology organisation?

We have an exciting opportunity for you - Service Desk Associate!

Careers at TCS: It means more

TCS is a purpose-led transformation company, built on belief. We do not just help businesses 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. At TCS, it means more to make an impact that matters through challenging projects which demand ambitious innovation and thought leadership.

• Gain exposure to a variety of engineering projects and one of TCS’s global innovation labs.
• Access a wide range of TCS employee benefits through the Perks at Work programme.
• Build a long-term career with opportunities for growth, learning, and development.

The Role

As a Service Desk Associate, you will act as the first point of contact for users requiring technical support and assistance. You will be responsible for managing incidents and service requests, troubleshooting common IT issues, maintaining accurate records, and ensuring a positive customer experience. This role offers an excellent opportunity to develop technical expertise while supporting critical business operations.

Key Responsibilities

• Respond to user enquiries via phone, email, chat, or ticketing systems.
• Act as the initial point of contact for IT incidents and service requests.
• Log, track, and manage incidents through to resolution.
• Diagnose and resolve common IT issues, escalating complex problems where required.
• Maintain a solid understanding of IT infrastructure and end-user technologies.
• Utilise IT Service Management (ITSM) tools and ticketing systems effectively.
• Accurately document incidents, solutions, and actions taken.
• Identify recurring issues and trends to support proactive problem management.
• Contribute to the creation and maintenance of knowledge base articles and support documentation.
• Deliver high levels of customer service while meeting service level expectations.

Essential Skills & Experience

• Good verbal and written communication skills.
• Strong technical aptitude and troubleshooting capabilities.
• Positive attitude and willingness to learn.
• Strong multitasking and organisational skills.
• Effective listening and customer service skills.
• Good analytical and problem-solving abilities.
• Ability to work effectively both independently and as part of a team.
• Understanding of IT support principles and service desk operations.
• Ability to manage incidents and prioritise workload effectively.

Desirable skills/knowledge/experience

• Familiarity with IT Service Management (ITSM) tools and ticketing systems.
• Ability to think creatively and adapt to unexpected situations.
• Exposure to customer support, helpdesk, or service desk environments.
• Awareness of ITIL principles and best practices.

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, 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.

Application Process 

1. Online application.
2. Skill-Based discussion: This will be a level 1 interview with the project team; it can be via video or in-person. Details will be confirmed by your recruiter. 
3. Managerial discussion: This discussion will focus on behavioural aspects and person-organisation fit.
4. HR Discussion: This will be with one of the members of the HR team and will cover your career journey, aspirations for growth, compensation and any other questions you may have.

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