With TCS you will be exposed to the future of technology, work with some of the brightest global minds in the industry, and support many of the biggest brands in the UK and worldwide. Recognized as an employer of choice, having won numerous awards in the UK and Ireland, TCS is a fast-growing global IT powerhouse at the forefront of innovation and transformation.

What we need 

TCS is seeking an IT Service Desk Associate to join the Technology Innovation and Support Services department within the Donegal Global Delivery Center.

The technical team work in a high profile, mission critical environment where early and appropriate responses are essential to providing technical support in relation to servers, operating systems, storage, databases & networks that manage and support applications & products.

As an IT Service Desk Associate, you will be joining a team built on collaboration, communication, focus and motivation to deliver excellent service and support. The team are responsible for troubleshooting incidents ranging from P1-P5 incidents both proactive and reactive. Incidents come in through telephony, web portal, email & alerting systems which will be managed by the team to restore services as soon as possible.

This is an exciting opportunity where you will be given the opportunity to work with a wide range of technologies and systems along with a continuous service improvement mindset and building on best practices methodologies such as ITIL/ITSM & Agile.

Key Responsibilities:

• Troubleshooting and resolving issues relating to networks, applications, software, hardware, VPN’s, databases, storage, servers.
• Managing incident queues
• Handling calls with Customers
• Managing communication with customers
• Responding in a timely fashion to reactive or proactive incidents
• Recording and documenting incident tickets
• Monitoring Phones, emails, webchats for any incoming incidents
• Reporting, Analysis, Service Improvement Plans, Process diagrams, Knowledge creation / Management, Major incidents management, Sys admin

Key Skills/Knowledge:

Required

• Ability to troubleshoot issues on Windows Servers, Windows workstation, Linux Operating systems.
• Knowledge of Application & Web Servers – Tomcat, Apache, IIS
• Knowledge on how to troubleshoot or manage databases – MySQL, Sybase, MariaDB, MongoDB, PostgreSQL.
• Effective communications skills
• Ability to multitask and work under pressure
• Time management skills
• Customer Service experience
• Proven strong written and verbal communication and interpersonal skills.
• Self-motivated and willingness to learn
• Proven ability to work well with technical and non-technical staff across numerous areas.
• Proven ability to work independently on multiple tasks with commitment and willingness to see issues through to resolution
• Excellent problem solving and Root Cause Analysis skills
• Proficiency in understanding, analyzing and defining corrective actions from data provided in logs, traces, and heap dumps.
• Understanding of virtualization and environments such as AWS, VMware, Virtual box

Desirable:

• Desktop support experience
• VMware sys admin or Database sys admin or Windows Server admin.
• Degree or Certificate in I.T. or related discipline is preferred
• ITIL certifications
• Technical Support experience working in a technical support role Tier 1/Tier Two.

Experience Required:

• Desirable that candidate has IT Support/Infrastructure experience, Knowledge of IT Support Services, IT related education or Customer Service background. 
• B2 or greater language fluency in both French and English.

What you get

TCS is one of the fastest growing companies in the UK & Ireland. Joining TCS at this pivotal time will expose you to numerous domains and projects. We are consistently voted number one in customer satisfaction and Top Employer in the UK and globally.

We provide competitive salaries which include pension, health care, life insurance, laptop, phone, access to extensive training resources, and discounts within the larger Tata network.

Our internal volunteering and social network allowing you to take at least one paid volunteering day per year, as well as take part in social networks, Health and wellness initiatives such as fit4life and purpose4life internal sports events, we also sponsor Marathons internationally, Initiatives in mental health, LGBTQ among other diversity and inclusion awareness and support.