Helpdesk Support Technician (Previous Relevant Experince is Required)

JR United Kingdom; Cheltenham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company is seeking a Service Desk Analyst to join their expanding Customer IT Service Centre. This role involves a 4 days on/4 days off shift pattern, providing excellent customer service and managing IT requests. The ideal candidate has experience in customer service and is proficient in Microsoft Office. The company offers competitive salary, ongoing training, and various benefits.

Benefits

Company-matched pension scheme (4-6%)

Family-friendly policies

Occupational health support

Discounts on cinema, dining, and shopping

Qualifications

• Experience in administration, coordination, retail, or customer service.
• Proficiency in Microsoft Office applications.

Responsibilities

• Acting as the first point of contact for incidents and requests.
• Logging incidents and requests through an online portal.
• Providing excellent customer service consistently.

Skills

Customer Service

Communication

Microsoft Office

Job description

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Helpdesk Support Technician (Previous Relevant Experience is Required), Cheltenham

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Client:

Telent

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

4

Posted:

12.05.2025

Expiry Date:

26.06.2025

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Job Description:

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

Competitive starting salary – Uncapped overtime options – 20% salary uplift for shift work - At the desk training - 26 days annual leave – Ongoing career development

Telent is seeking a Service Desk Analyst (Customer Service Helpdesk Agent) to join our expanding Customer IT Service Centre at our modern office in Camberley. We have several prestigious managed service contracts and an increasing order book, positioning us well for growth. We offer extensive training and career development opportunities.

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

Our Technology Teams are committed and innovative. You will be integral to our mission to enhance digital infrastructure across the country. The work is challenging but rewarding, with a direct impact on national connectivity and security.

Responsibilities include:

• Acting as the first point of contact for incidents, requests, and queries via multiple platforms
• Logging incidents and requests through an online portal
• Providing excellent customer service consistently
• Following up and updating customers regularly
• Participating in training sessions
• Ordering and coordinating IT spare parts and resources
• Scheduling engineers and managing customer relationships
• Maintaining incident ownership and ensuring resolution
• Liaising with vendors and managing escalations
• Achieving KPIs set by management

Candidate profile:

Ideal candidates are passionate about customer service and communication, acting as the first contact for IT issues. Experience in retail, customer service, or administrative roles is beneficial. Proficiency in Microsoft Office is required. This role is suitable for those seeking a long-term career in customer support, with on-the-job training provided.

Key requirements:

• Experience in administration, coordination, retail, or customer service in a demanding environment
• Proficiency in Microsoft Office applications
• Experience in call handling or customer service roles
• Ability to work independently and in a team
• ITIL awareness is a plus

What we offer:

Opportunities for growth across sectors and roles, ongoing learning, and impact. We foster an inclusive culture that values diversity and individual contributions.

Additional benefits include:

• Company-matched pension scheme (4-6%)
• Family-friendly policies
• Occupational health support and wellbeing portal
• Discounts on cinema, dining, and shopping through Telent Rewards

About Telent:

Telent is a leader in critical communications and digital infrastructure support, with decades of experience. Our work connects communities and supports national infrastructure, with a team of over 2,500 dedicated professionals. We are committed to our core values: Inclusivity, Responsibility, Customer Focus, and Collaboration.