Helpdesk Support Technician (Previous Relevant Experince is Required)

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

Job summary

A leading digital infrastructure company is seeking a Service Desk Analyst in Ipswich. This role involves providing exceptional customer service and support in a dynamic environment. With a 4 days on / 4 days off shift pattern, you will be the first point of contact for incidents and requests, logging them through our customer portal. The position offers a competitive salary, uncapped overtime options, and opportunities for career development. Join us to make a real impact and support critical communications across the UK.

Benefits

Company-matched pension scheme

Family-friendly policies

Occupational health support

Discounts via Telent Reward scheme

Qualifications

• Experience in administration, coordination, retail, or customer service environments.
• Call handling and customer service experience is advantageous.

Responsibilities

• First point of contact for incidents, requests, and queries.
• Logging incidents and requests through our customer portal.
• Providing excellent customer service.

Skills

Customer Service

Communication

Education

Proficiency in Microsoft Office

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft Teams

Job description

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

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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

Salary and Benefits: Competitive starting salary, uncapped overtime options, 20% salary uplift for shift work, at-desk training, 26 days annual leave, ongoing 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 meet growing demand. 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 our modern office in Camberley (GU15 3YL).

Our Technology Teams are dedicated to delivering digital solutions that impact the nation. Join us to be part of this exciting journey and help maintain the UK's critical infrastructure.

Responsibilities include:

• First point of contact for incidents, requests, and queries via multiple platforms
• Logging incidents and requests through our customer portal
• Providing excellent customer service
• Following up and updating customers
• Ordering and coordinating IT spares and engineer resources
• Maintaining customer relationships and incident ownership
• Proactively liaising with vendors and managing escalations
• Meeting KPIs set by management

Candidate profile:

We value customer service and communication skills. Experience in retail, customer service, or administration is beneficial, but full training will be provided. Proficiency in Microsoft Office is required. This role suits those eager for a long-term career in customer support, not technical troubleshooting.

Key requirements:

• Experience in administration, coordination, retail, or customer service environments
• Proficiency in Microsoft Word, Excel, Outlook, Teams
• Call handling and customer service experience is advantageous
• Ability to work independently and in a team
• ITIL awareness is desirable

What we offer:

• Company-matched pension scheme
• Family-friendly policies
• Occupational health support
• Discounts via Telent Reward scheme

About Telent:

Telent is a leading digital infrastructure company supporting critical communications across the UK. Join us to make a real impact, work with a talented team, and develop your skills in a supportive environment.