Helpdesk Support Technician (Previous Relevant Experince is Required)

Telent; Camberley; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a proactive Service Desk Analyst to join their dynamic team in Camberley. This role offers a unique 4 days on, 4 days off shift pattern, providing a balanced work-life schedule. As the first point of contact for customer queries, you will be crucial in delivering exceptional service and maintaining strong customer relationships. With a focus on career development and a supportive work environment, this position is ideal for those looking to grow within a leading technology company. Join a team dedicated to making a significant impact in digital infrastructure support.

Benefits

Career Development Opportunities

Company Matched Pension

Health and Wellbeing Support

Discounts on Entertainment and Shopping

Family-Friendly Policies

Qualifications

• Experience in customer service, retail, or helpdesk roles.
• Proficiency in Microsoft Office applications.

Responsibilities

• Serve as the first contact for incidents and requests.
• Log incidents and provide excellent customer service.
• Manage incident ownership and resolution effectively.

Skills

Customer Service Experience

Microsoft Office Proficiency

Call Handling

ITIL Awareness

Job description

Job Description

Service Desk Analyst

Camberley, Surrey, United Kingdom (On-site)

Service Desk Analyst

Location: Camberley, GU15 3YL (Office based role)

Working pattern: 4 days on / 4 days off shift pattern (11hr rotating shifts, 7am-7pm/7pm-7am)

Job type: Full time, Permanent

Ref: 1405

Benefits: Competitive starting salary, uncapped overtime options, 20% salary uplift for shift work, training, 26 days annual leave, career development

Telent is seeking a Service Desk Analyst (Customer Service Helpdesk Agent) to join our Customer IT Service Centre in Camberley. We support numerous managed service contracts and are expanding our team to support growth. Training and career progression opportunities are available.

This role involves a 4 days on / 4 days off shift pattern, with 11-hour rotating shifts from 7am to 7pm or 7pm to 7am, based at our modern Camberley office (GU15 3YL).

Our Technology Teams are committed to bringing the digital revolution to homes, infrastructure, and businesses. Join us to help build and maintain critical infrastructure, making a significant impact.

Responsibilities of the Service Desk Analyst:

• Serve as the first contact for incidents, requests, and queries via phone, email, B2B, and portals
• Log incidents and requests through our online portal
• Provide excellent customer service consistently
• Follow up and update customers regularly
• Attend training sessions as needed
• Order and coordinate spare parts for IT incidents
• Schedule engineers and resources at customer sites
• Maintain customer relationships and understand support requirements
• Manage incident ownership and resolution
• Coordinate with vendors and escalate issues to meet SLAs
• Follow escalation procedures and meet KPIs

Ideal Candidate Profile:

The role is customer support-focused, not technical troubleshooting. Experience in retail, customer service, or administration is valuable, with training provided. Proficiency in Microsoft Office (Word, Excel, Outlook, Teams) is required. This position suits those eager to develop a long-term career.

Key Requirements:

• Experience in customer service, retail, helpdesk, call centre, or similar environments
• Computer literacy with Microsoft Office
• Call handling and customer service experience
• Ability to work independently and in teams
• ITIL awareness is desirable but not essential

What We Offer:

• Career development across sectors and technologies
• Inclusive culture valuing diversity
• Company matched pension (4-6%)
• Family-friendly policies
• Health and wellbeing support
• Discounts on entertainment and shopping

About Telent:

Telent is a leading technology company specializing in critical communications and digital infrastructure support in the UK. Join us to make a real impact, working with a team of over 2,500 dedicated professionals committed to excellence.