Service Desk Associate

Are you looking to start or develop your career in IT support within a global technology organisation? We have an exciting opportunity for you!

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 hands-on experience supporting enterprise-scale IT services and business users.
• Develop your technical and customer service skills within a globally recognised technology organisation.
• Build a strong foundation for future career growth in IT support and service management.

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.

This role is based in Crawley and requires the candidate to work shifts, which may include night and early morning shifts. Therefore, a full UK driving licence is desirable.

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.

Your Profile

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 & 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 as 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 sponsors of the London Marathon.

Diversity, Inclusion and Wellbeing

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.

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