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Role: Service Desk, Request Management Analyst
Job Type: Permanent
Location: Warrington, UK
Number of hours: 40 hours per week – full time
Ready to utilize your experience and expertise in IT support and request management?
We have an exciting role for you - Service Desk and Request Management Analyst!
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.
The Role
As an IT Service Desk and Request Management Analyst, you will serve as the primary point of contact for technical support to designated account users. This role requires strong problem-solving skills and proficiency in working with applications, computer systems, and handheld devices. You will be responsible for analyzing, diagnosing, and resolving issues ranging from simple to complex, ensuring timely and effective solutions that meet user needs.
Key Responsibilities
• Deliver technical support services within a 24×7×365 rotational shift model, including night and weekend shifts.
• Log, update, and manage incidents across client and partner ticketing systems.
• Coordinate with internal and external teams to ensure timely closure of printer‑related and other assigned incidents.
• Proactively assist users to reduce repeat issues and enhance service stability.
• Serve as an escalation point for challenging or high‑priority incidents.
• Support and guide other analysts to ensure consistent service delivery.
• Review, acknowledge, and manage service requests in line with defined processes.
• Take end‑to‑end ownership of service requests and incidents until resolution.
• Act as a single point of contact for IT issues across phone, chat, email, and portals.
• Troubleshoot hardware, software, applications, desktops, laptops, printers, and mobile devices.
• Log all customer interactions accurately and ensure incidents progress toward resolution.
• Install enterprise applications and perform password resets for authorised systems.
• Escalate unresolved issues to relevant application or infrastructure teams.
• Monitor ticket queues to maintain SLA compliance.
• Perform effective time and task management in a dynamic support environment.
• Participate in broader operational responsibilities as needed (e.g., backup role for Incident Manager).
• Identify and contribute to service and process improvement opportunities.
• Create and maintain knowledge articles for recurring issues.
• Monitor and respond to infrastructure alerts.
• Apply temporary or permanent fixes to prevent recurrence.
• Collaborate with cross‑functional teams to improve procedures, methods, and best practices.
• Maintain up‑to‑date knowledge of relevant technologies and apply updates to daily work.
Your Profile
Essential Skills / Knowledge / Experience
• Must hold active Security Clearance.
• Previous Service Desk or Infrastructure Support experience.
• Strong hands‑on troubleshooting skills across hardware, software, and applications.
• Experience working in a fast‑paced, customer‑facing support environment.
• Excellent verbal, written, and interpersonal communication skills.
• Strong customer service orientation with a professional approach.
• Ability to participate in or lead customer meetings when required.
• Strong working knowledge of ITSM tools and commonly used applications (e.g., MS Office, Skype for Business).
• Demonstrated ability to stay current with new technologies and enhance technical skills.
• Effective time management, prioritisation, and problem‑solving abilities.
• Proven capability to collaborate effectively with cross‑functional teams.
• Skilled in supporting additional operational responsibilities such as Incident Manager backup.
• Ability to work night shifts (12‑hour, 4 on / 4 off) or alternative rota patterns.
• Willingness to work weekend shifts on rotation.
Desirable Skills / Knowledge / Experience
• ITIL certification.
• Knowledge of scripting or automation tools.
• Experience contributing to knowledge management or process improvement.
• Exposure to monitoring tools and responding to system alerts.
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.
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.
Next Steps:
Application Process
Beware of Fraudulent offers
This is to notify you that TCS does not ask for any sort of payment or security deposit from candidates at any stage of the recruitment process. The firm never sends out job offers from free internet email services like Gmail, Yahoo Mail, and so on. TCS has not authorised any third-party company to collect money on their behalf. As a vigilant job seeker, beware of fraudulent recruitment activity and protect your interests! You can write to UKI.recruitment@tcs.com to report any fraudulent activity.
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.
Join us and do more of what matters. Apply online now.