Service Desk Analyst

Telent Technology Services Ltd; Camberley; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading technology company in Camberley is seeking a Service Desk Analyst. This office-based role involves acting as the first point of contact for customer queries, ensuring excellent service, and coordinating field resources. Ideal candidates will have experience in customer service and be proficient in Microsoft Office applications. The position offers 26 days annual leave, a company pension scheme, and a supportive work environment.

Benefits

Company pension scheme

Access to Flexible Benefits platform

Occupational health support

Discounts on restaurants and shopping

Qualifications

• Experience in customer service or retail is ideal.
• Proficient in Microsoft Office programs.
• Strong communication and organizational skills.

Responsibilities

• Act as the first point of contact for customer incidents.
• Log tickets and triage based on severity.
• Coordinate engineers or field resources to customer sites.

Skills

Customer service

Communication

Coordination

Triage/Call handling

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft Teams

Job description

Service Desk Analyst

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

Working hours: 37.5 hours per week, Monday to Friday

Job type: Full time, Permanent

Competitive starting salary - At the desk training - 26 days annual leave and Public bank holidays

Telent are looking for TWO Service Desk Analysts (Customer Service Helpdesk Agents / Helpdesk Operators) to join our growing Customer Service Centre in Camberley. We have numerous prestigious managed service contracts that we are currently delivering on and an increasing order book, and we are in a great place to expand our team to support our growth. Plenty of training and development is on offer!

This Service Desk Analyst role will cover x3 shift patterns that change week by week. Day shift patterns are as follows:

7:00am-3:00pm (one week per month)

9:00am-5:00pm (two weeks per month)

11:00am-7:00pm (one week per month)

The successful Service Desk Analyst will be contracted to work 37.5 hours per week, and will be office-based from our modern Camberley office building (GU15 3YL).

Our Technology Teams at Telent are committed and enterprising. You must be when you are bringing the digital revolution to homes, infrastructure, and businesses across the country. Be prepared to jump right in when you join. The work is complex, but the reward is great - our work makes an impact! Help build and keep the nation's critical infrastructure connected and protected 24/7.

Service Desk Analyst - What you'll do:

• Act as the 1st point of contact for new incidents, requests, and queries raised by Telent and external customers over a wide range of platforms - telephone, email, B2B and customer portals
• Log tickets and triage based on severity of incident / request or query
• Ensure that excellent customer service is provided to the customer consistently
• Follow up actions in a timely manner and provide regular customer updates to meet promises made
• Attend training sessions when required
• Order and arrange spare parts for various IT related incidents or requests via an internal logistics application process
• Coordinate / arrange and schedule Engineers or Field Engineering resources to customer sites
• Maintain rapport with our customers by displaying a detailed understanding of their support requirements and contracts
• Maintain high levels of incident ownership throughout the Incident Lifecycle to a satisfactory customer resolution
• Liaise pro-actively with suppliers or partner vendors and escalate where necessary to ensure timely resolutions and achieve customer specific Service Level Agreements (SLA's) and meet Key Performance Indicators (KPI's)
• Understand and proactively operate the "Escalations Procedure"
• Meet the Service Desk Key Performance Indicators (KPI's) as set by the Service Centre Manager

Service Desk Analyst - Who you are:

The Service Desk Analyst (Customer Service Helpdesk Agent / Helpdesk Operator) is passionate about customer service and communication, acting as the first point of contact for any issues, requests, and incidents that come in from our key customers within the Public Services sector. This role focuses on customer support and customer service - THIS IS NOT a technical troubleshooting / fixing / 1st Line IT support role.

Although a specific Service Desk Analyst job history or experience is not essential, we would welcome and consider experience in a retail, customer service, call centre, coordinator / coordinating, or administration environment, though on-the-job training will be provided. Proficiency in using Microsoft Office programs, Like MS Word, MS Excel, MS Outlook, and MS Teams, would be required. If you're eager to start and develop a career as a Service Desk Analyst, this role could be the perfect fit for you.

Service Desk Analyst - Key requirements:

• Administration, Coordination / Coordinator, Retail Assistant or Customer Service experience in a demanding environment is ideal (service desk, customer service, helpdesk, call centre, retail, public sector etc.)
• Computer literate and a confident user of Microsoft programmes; Microsoft Word, Microsoft Teams, Microsoft Outlook, Microsoft Excel
• Triage / call handling / telephone-based customer service / customer service assistant experience is welcomed
• Successful experience of working in a team and working on your own
• ITIL Aware (Desirable but not essential)

Telent - What we offer:

A career at Telent can span sectors, roles, technologies, and customers giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver.

We nurture the talent that makes this happen, by our on-going commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone to feel they can be themselves and to thrive at work.

Other additional benefits with this role:

• Company pension scheme
• Access to the Flexible Benefits platform
• A range of family friendly policies
• Occupational health support and wellbeing Portal
• Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme

Telent: We're guided by our values and behaviours:

• Be Inclusive
• Take Responsibility
• Collaborate
• Be Customer-focused

Brilliance brought together.

#LI-Onsite

#TJ-Onsite
About Telent

Telent is a leading technology company and specialist in the design, build, support and maintenance, drawing on decades of experience in mission critical communications and technology. of the UK's critical digital infrastructure. The work we do helps connect thousands of people and communities, using the best technology and innovation available. When you join us, you'll have the opportunity to make a real impact on all our futures by fulfilling your potential and delivering high performance. We work together to make everyday life work better for everyone. You'll be part of a team of more than 3,000 brilliant, dedicated people committed to getting the job done well.

Brilliance brought together.

We are guided by our values and behaviours:

Be Inclusive

Take Responsibility

Collaborate

Be Customer-focussed