Service Desk Analyst

Telent; Farnborough; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading technology company in Farnborough seeks a Service Desk Analyst to provide exceptional customer service and support. The successful candidate will be the first point of contact for IT-related queries and will log incidents in an online portal. Essential skills include proficiency in Microsoft Office and experience in customer service or retail. This on-site role offers full training, a competitive salary, and numerous company benefits including a pension scheme and flexible benefits portal.

Benefits

Company pension scheme

Flexible Benefits portal

Occupational health support

Discounts on Cinema and Restaurants

Qualifications

• Experience in retail or customer service environments.
• Proficiency in using Microsoft Office applications.
• Willingness to learn and develop in a customer-focused role.

Responsibilities

• Act as the first point of contact for customer incidents and requests.
• Collect and log data regarding incidents and requests.
• Provide excellent customer service and follow up on actions.

Skills

Customer service experience

Communication skills

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft Teams

Call handling experience

Job description

Service Desk Analyst (Customer Service / Helpdesk)

Location: Farnborough office, Farnborough Business Park, GU14 7JP (Office based role)

Working pattern: Day shifts, Monday-Friday, start times vary between 7:00am-9:00am

Job type: Full time, Permanent

Attractive starting salary - Uncapped overtime options - Full training and development included - 26 days annual leave

Telent are looking for a Service Desk Analyst (Customer Service Helpdesk Agent / Helpdesk Operator) to join our growing Customer Service Centre in Farnborough. We have numerous prestigious managed service contracts that we are currently delivering services to, and we have an increasing order book going ahead.

We are in a great place to expand our team to support the growth we are experiencing. Plenty of at-the-desk training is provided and career development is on offer!

THIS IS A DAY SHIFTS ROLE: Monday to Friday, start times will stagger between 7:00am and 9:00am. This role will see you work out of our modern office based in Farnborough (Farnborough Business Park).

Service Desk Analyst - What you'll do:

• Act as the 1st point of contact for new incidents, requests, and queries raised by Telent and our external customers over a wide range of platforms - telephone, email, B2B and customer portals
• Collect data and log incidents, requests and queries into an online customer portal
• Ensure that excellent customer service is provided to our customers consistently
• Follow up any actions in a timely manner and provide regular customer updates to meet promises made
• Attend team training sessions when required
• Order and arrange spare parts for various IT related incidents or requests via an internal logistics applications 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 understanding of the contracts we have with them
• 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
• Achieve or exceed customer specific Service Level Agreements (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

Service Desk Analyst - Who you are:

The Service Desk Analyst (Customer Service Helpdesk Agent / Helpdesk Operator) is passionate about customer service and communication, by 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 and customer services, and is NOT a technical troubleshooting / fixing / 1st Line IT related role.

Specific Service Desk Analyst job history or experience is not essential, however, we would welcome and strongly consider experience from retail, customer service, coordinator / coordinating, or administration environments. On-the-job training will be provided so you must be willing and flexible. Proficiency in using Microsoft Office programs, like Microsoft Word, Microsoft Excel, Microsoft Outlook, and Microsoft Teams, is required. If you're eager to start and develop a career in an entry-level role such as a Service Desk Analyst, apply now.

Service Desk Analyst - Key requirements:

• Administration, Coordinating / 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 able to use Microsoft programmes; Microsoft Word, Microsoft Teams, Microsoft Outlook, Microsoft Excel
• Call handling / telephone-based customer service / customer assistant experience is welcomed
• Successful experience of working in a team and working on your own
• ITIL Aware (Desirable but not essential)
• Commutable to the Camberley office daily
• Full UK driving license - highly desirable

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 portal
• A range of family friendly policies
• Occupational health support and wellbeing Portal
• Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme

We're guided by our values and behaviours:

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