Service Desk Analyst
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Job Title: Service Desk Associate
Location: Crawley, United Kingdom
Are you looking to start or develop your career in IT support within a structured, enterprise environment?
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 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 communication and problem‑solving skills in a real‑world IT environment.
- Gain exposure to enterprise‑scale IT operations and service management practices.
- Learn, grow, and develop a long‑term career within a global organisation.
The Role
As a Service Desk Associate, you will act as the first point of contact for users requiring IT support. You will handle incidents and service requests across multiple channels, provide timely resolutions to common technical issues, and escalate more complex problems to higher support levels when required. The role offers hands‑on exposure to IT infrastructure, service management processes, and end‑user support within an enterprise environment.
Key responsibilities:
- Responding to user inquiries via phone, email, chat, and ticketing systems.
- Acting as the initial point of contact for IT issues and accurately logging and tracking incidents.
- Diagnosing and resolving common IT problems and escalating complex issues to appropriate support teams.
- Demonstrating a solid understanding of IT infrastructure and end‑user systems.
- Using IT service management and ticketing tools effectively to manage workloads.
- Documenting all incidents, resolutions, and actions taken in a clear and accurate manner.
- Identifying trends and recurring issues to help prevent future incidents.
- Contributing to the creation and maintenance of knowledge base articles.
Your Profile
Essential skills/knowledge/experience:
- Good verbal and written communication skills.
- Technical proficiency at Level 1.5 support.
- Positive and professional attitude towards work.
- Strong multitasking capabilities.
- Effective listening skills with a customer‑focused mindset.
- Problem‑solving and analytical skills.
Desirable skills/knowledge/experience:
- Familiarity with IT service management tools.
- Ability to adapt, improvise, and respond effectively to unexpected situations.
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.
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 believe in building and sustaining a culture of equity and belonging where everyone can thrive. Our diversity and inclusion motto is ‘Inclusion without Exception’. Our continued commitment to Culture and Diversity is reflected across our workforce implemented through equitable workplace policies and processes.
You’ll find a welcoming culture and many internal volunteering and social networks to join (these are optional). Our diversity, inclusion and social activities include 12 employee networks such as gender diversity, LGBTQIA+ & Allies, mental health, disability & neurodiversity inclusion and many more, as well as health & wellness initiatives and sports events and we sponsor the London Marathon.
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.
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 to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.