Service Desk Analyst

TieTalent; Camberley; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading technology company in Camberley is hiring a Service Desk Analyst to support customer inquiries in a dynamic environment. This full-time role offers competitive salary, benefits, and extensive training opportunities. Ideal candidates are proactive in customer service with proficiency in Microsoft Office. Join the team and contribute to enhancing critical infrastructures.

Benefits

Company matched pension scheme

20% salary uplift for shift work

25 days annual leave

Occupational health support

Discounts on cinema, restaurants, and shopping

Qualifications

• Experience in a customer-facing role such as retail or administration.
• Proficiency in Microsoft Office programs including Word, Excel, Outlook, and Teams.
• Ability to handle telephone-based customer service efficiently.

Responsibilities

• Act as the 1st point of contact for incidents and customer queries.
• Log incidents and ensure effective customer service with timely updates.
• Coordinate with engineers to schedule site visits and maintain customer rapport.

Skills

Customer Service

Communication

Microsoft Office

Job description

Service Desk AnalystLocation: 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, PermanentRef: 1489

Competitive starting salary - Uncapped overtime options - 20% salary uplift for shift work - At the desk training - 25 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 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 portalsLog incidents, requests and queries via a dedicated online customer portalEnsure that excellent customer service is provided consistentlyFollow up actions in a timely manner and providing regular customer updates to meet promises madeAttend training sessions when requiredOrder and arrange spare parts for various IT related incidents via an internal logistics application processCoordinate / arrange and schedule Engineers or Field Engineering resources to customer sitesMaintain rapport with our customers by displaying a detailed understanding of their support requirements and contractsMaintain high levels of incident ownership throughout the Incident Lifecycle to a satisfactory customer resolutionLiaise pro-actively with suppliers or partner vendors and escalate where necessary to ensure timely call resolution and achieve customer specific SLA'sUnderstand and proactively operate the "Escalations Procedure"Meet the Service Desk Key Performance Indicators (KPI's) as set by the Service Centre Manager / Incident ManagerService 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 ExcelCall handling / telephone-based customer service / customer service assistant experience is welcomedSuccessful experience of working in a team and working on your ownITIL 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 policiesOccupational health support and wellbeing PortalDiscounts on Cinema, Restaurants and Shopping with Telent Reward schemeAbout 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 InclusiveTake ResponsibilityCollaborateBe Customer-focused