Tata Consultancy services

Tata Consultancy services Woolston, Warrington, UK
20/09/2018
PRINCIPAL ACCOUNTABILITIES: In conjunction with the 'Purpose of the Role' statement above, the job incumbent will be required to delivery such services on an operational rotated 24 x 7 shift working basis The normal working schedule will be no more than 40 hours per week, exclusive of a 30 minute unpaid lunch break each day. As a specific provision of the service clients contracted roles deliverable requirements, the hours of when such work will be required to be performed will be notified in advance by the designated Line Manager and will be expected to be performed anywhere on a 24x7 basis inclusive Act as an escalation point agent when difficult or controversial calls are received. Assist analysts in providing first-line support when workloads are high, or where additional experience is required. Review and acknowledge service requests as per process Manage the overall help desk activities. Take overall responsibility for service request handling on the Service Desk. Act as a further escalation point for the coordinators. To act as a single point of contact for phone calls and emails from staff regarding IT issues and queries Receiving, logging and managing calls to their conclusion from internal staff via telephone and email Responsibility for troubleshooting IT related problems from software / applications to hardware, such as desktops, laptops, printers and iPhones of the accounts designated users Responsible for troubleshoot basic issues operating system, network, email and shared resources such as network shares, printers etc., Log all customer contacts in CRM tool and take ownership of incidents to their desired conclusion Installation of all applications and resetting passwords to all enterprise applications Escalate unresolved calls to various application and infrastructure support teams Participate in enterprise application release / maintenance activities on request Closely monitor and meet ticket SLA targets Effective time / task management, as well as the ability to be flexible and creative on any given task Operating within a 24*7 Service Desk or Request Management operation, as per agreed shift rotation Willingness to take on extra responsibility, as and when required Responsible for monitor and maintaining defined SLA's •Act as the designated backup for Incident Manager when reasonably instructed to do so PERSON SPECIFICATION - QUALIFICATIONS, SKILLS & EXPERIENCE: Process Must be certified Security Cleared or ability to be achieve on application (5 years UK residency minimum stay criteria) - Essential; Must be ITIL certified - Essential; Must be ITIL certified - Essential; Quantifiable experience of operating in a face paced moving client facing engagement - Essential; In depth quantifiable knowledge and hands on experience in troubleshooting IT related issues - Essential; Constantly seeks to improve technical knowledge and researches new product capabilities - Essential; Possess excellent inter-personnel skills - Essential; Possess excellent soft skills, verbal and written communication skills - Essential; Willingness to participate and lead project meetings with the customer on request - Essential;