Service Desk Analyst

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

Job summary

Join a forward-thinking company as a Service Desk Analyst, where your passion for customer service will shine. This role offers a unique shift pattern, providing a dynamic work environment. You'll be the first contact for IT-related queries, logging incidents and ensuring exceptional service. With opportunities for training and career development, you'll grow in a supportive team dedicated to keeping the nation's critical infrastructure connected. If you're ready to make a real impact and thrive in a collaborative atmosphere, this position is perfect for you.

Benefits

Company matched pension scheme

Occupational health support

Wellbeing Portal

Discounts on Cinema and Restaurants

Family friendly policies

Qualifications

• Experience in customer service or administration is valuable.
• Proficiency in Microsoft Office programs is required.

Responsibilities

• Act as the first point of contact for customer incidents and requests.
• Log incidents and ensure excellent customer service is provided.
• Coordinate and schedule engineers for customer sites.

Skills

Customer Service

Communication Skills

Administration

Coordination

ITIL Awareness

Tools

Microsoft Office

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft Teams

Job description

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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 are looking for a Service Desk Analyst (Customer Service Helpdesk Agent) to join our growing Customer IT Service Centre from our modern office 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 continuous career development / progression is on offer!

This is a 4 days on / 4 days off shift pattern role, where the successful Service Desk Analyst will complete an 11h rotating shift - 7am-7pm, rotating to 7pm-7am for every shift. This will be office based, from our modern Camberley service centre (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 customers over a wide range of platforms - telephone, email, B2B and customer portals
• Log incidents, requests and queries via a dedicated online customer portal
• Ensure that excellent customer service is provided consistently
• Follow up actions in a timely manner and providing regular customer updates to meet promises made
• Attend training sessions when required
• Order and arrange spare parts for various IT related incidents 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 call resolution and achieve customer specific SLA's
• Understand and proactively operate the "Escalations Procedure"
• Meet the Service Desk Key Performance Indicators (KPI's) as set by the Service Centre Manager / Incident Manager

Service Desk Analyst - Who you are:

The Service Desk Analyst (Customer Service Helpdesk Agent) is passionate about customer service and communication, acting as the first point of contact for any IT-related issues, requests, and incidents that come in from our customers. This role focuses on customer support, not technical troubleshooting or 1st line IT support.

Although specific Service Desk Analyst experience is not essential, experience in retail, a customer service setting, coordinating / coordination, or administration is valuable, though on-the-job training will be provided to enhance your skill set. Proficiency in Microsoft Office programs, including Word, Excel, Outlook, and Teams, is required. If you're eager to start a long-term career, this role could be the perfect fit for you.

Service Desk Analyst - Key requirements:

• Administration, Coordinator, Retail 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
• 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 matched pension scheme (between 4-6% contribution will be matched)
• A range of family friendly policies
• Occupational health support and wellbeing Portal
• Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme

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 2,500 brilliant, dedicated people committed to getting the job done well.

Brilliance brought together.

We are guided by our core values and behaviours:

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

#LI-Onsite

#TJ-Onsite

ABOUT US

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

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