Helpdesk Associate

If you need support in completing the application or if you require a different format of this document, please get in touch with us at UKI.recruitment@tcs.com with the subject line: “Application Support Request”.Job Type: PermanentLocation: Letterkenny, Co. Donegal (Onsite - with flexibility on hybrid model once training has been completed). Working Model: 24/7 coverAre you keen to kick start your career in the IT space?Ready to join a global company in Donegal where you can shape your career, gaining access to endless learning opportunities?Join TCS as a Helpdesk Associate!Join a global tech leader right here in Donegal. With over 850 employees and a state-of-the-art global delivery centre, we’re proud to offer world-class career opportunities without having to leave the Northwest. Recognised as Workplace of the Year by the Letterkenny Chamber, we foster a culture of continuous learning, innovation, and respect. Our people are at the heart of everything we do – collaborating across teams, geographies, and disciplines to drive real change for clients around the world. Be part of something global, grounded in Donegal. Careers at TCS: It means moreTCS 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.Making a Real Impact – Your work ensures thousands of enterprise users stay productive, helping global businesses deliver critical projects without disruption. Growing with Technology – You’ll gain hands-on experience with cutting-edge tools and enterprise platforms, building skills that keep you ahead in the tech industry. Thriving in a Supportive Team – Join a collaborative team of over 100 professional team members, where knowledge-sharing and mentorship help you learn and succeed every day.The RoleAs a Helpdesk Associate, you’ll play a vital role in ensuring smooth technology experiences for all enterprise users. Your support will directly enable teams to stay productive and deliver critical projects without disruption.In this role, you’ll be part of a strong, collaborative team of over 100 professionals, working together to deliver exceptional enterprise support. The position includes a rotation of evening, night, and occasional weekend shifts, ensuring balanced coverage while supporting global operations. Role will require shifts covering 24/7 service.You’ll have the opportunity to:Work with global customers in sectors such as finance, healthcare, manufacturing, and technology.Support cutting-edge enterprise tools and platforms, including cloud services, collaboration suites, and security technologies.Gain exposure to large-scale IT environments, learning best practices in service delivery and incident management.Collaborate with experienced technical teams, giving you insight into advanced troubleshooting and enterprise-level solutions.Contribute to digital transformation initiatives, helping organizations adopt modern technologies and improve efficiency.This role is not just about resolving issues—it’s about being a trusted partner in delivering seamless technology experiences that power business success.Your responsibilities: Be the first point of contact for IT-related queries through phone, email, or our support portal, ensuring a helpful and welcoming experience.Record and organize requests in the IT service management tool, making sure issues are prioritized appropriately.Assist with troubleshooting hardware, software, and network concerns, guiding users toward quick solutions.Provide clear, step-by-step support for common tasks like password resets or application access.Work collaboratively by passing more complex issues to specialist teams when needed, following agreed timelines.Keep accurate notes of actions taken so colleagues can easily follow up if required.Support user access needs, including account setup and permissions, while maintaining security standards.Help with password and authentication support, ensuring users can access systems smoothly.Contribute to our knowledge base by updating articles for frequently asked questions.Stay alert to system notifications, addressing potential issues early and informing teams of critical events.Communicate professionally and empathetically, focusing on positive user experiences.Aim for timely resolutions and high satisfaction, working toward team performance goals.Maintain strong performance standards, supporting service quality and reliability.Your ProfileEssential skillsStrong Communication Skills – Ability to explain technical concepts clearly and professionally to non-technical users.Basic IT Troubleshooting – Familiarity with diagnosing and resolving common hardware, software, and network issues.Customer Service Orientation – Empathy and patience when handling user queries and concerns.Knowledge of Operating Systems – Understanding of Windows predominately.Documentation Skills – Ability to maintain accurate records and update knowledge base articles.Time Management & Prioritization – Managing multiple requests efficiently while meeting SLAs.Desirable skills/knowledge/experience: Experience with Ticketing Systems – Ability to log, track, and update incidents in ITSM tools (e.g., ServiceNow, Jira).Account & Access Management – Handling password resets, MFA, and user permissions securely.Understanding of Enterprise Applications – Exposure to tools like Microsoft 365, collaboration platforms, and business apps.Previous ITSM / Incident management or Service desk experience managing cases and troubleshooting incidents.ITSM Certification such as ITILv3 or ITILv4.Bachelor’s Degree level in education.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 and 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 and partner with our local communities in Ireland.Diversity, Inclusion and Wellbeing Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the Ireland Employment Equality Acts 1998-2011 (as amended) and the Equal Status Acts 2000-2012 (as amended).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 email fiona.harvey@tcs.com to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.Beware of Fraudulent offersThis 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.co 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.