Service Desk Analyst

Telent Technology Services Ltd; Guildford; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading technology company in the UK is seeking a Service Desk Analyst to join their Customer IT Service Centre. This role involves providing excellent customer service and support for IT issues, working on a 4-day on/4-day off shift pattern. The company offers training, career progression, and a competitive salary with various benefits.

Benefits

Company-matched pension

Family-friendly policies

Health support

Discounts through reward scheme

26 days annual leave

Ongoing career development

Qualifications

• Experience in administration, customer service, or similar environments.
• Ability to work independently and in teams.

Responsibilities

• Act as the first point of contact for incidents and requests.
• Log incidents and requests using the online customer portal.
• Provide excellent customer service consistently.

Skills

Customer Service

Communication

Computer Literacy

Tools

Microsoft Office

Job description

Be among the first 25 applicants

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 & Benefits: Competitive starting salary, uncapped overtime options, 20% salary uplift for shift work, at-the-desk training, 26 days annual leave, ongoing career development.

Job Description

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 support growth. Training and career progression are available.

This role involves working a 4-day on / 4-day off shift pattern, with 11-hour rotating shifts from our modern office in Camberley (GU15 3YL).

Our Technology Teams are committed to digital innovation. Join us to contribute to critical infrastructure connectivity and security, making a significant impact.

Responsibilities

• Act as the first point of contact for incidents, requests, and queries via phone, email, portals.
• Log incidents and requests using our online customer portal.
• Provide excellent customer service consistently.
• Follow up on actions and keep customers updated.
• Attend training sessions as needed.
• Order and coordinate spare parts for IT incidents.
• Arrange and schedule engineers or field resources.
• Maintain rapport with customers, understanding support requirements.
• Manage incident ownership through to resolution.
• Coordinate with vendors and escalate issues to meet SLAs.
• Follow escalation procedures and meet KPIs set by management.

Candidate Profile

The ideal candidate is passionate about customer service and communication, acting as the first contact for IT issues, focusing on support rather than technical troubleshooting.

Experience in retail, customer service, or administration is valuable; training will be provided. Proficiency in Microsoft Office (Word, Excel, Outlook, Teams) is required.

Requirements

• Experience in administration, customer service, or similar environments.
• Computer literacy, especially Microsoft Office.
• Experience in call handling or customer service roles is preferred.
• Ability to work independently and in teams.
• ITIL awareness is desirable but not essential.

What We Offer

At Telent, you can develop across sectors and roles, with a focus on inclusivity and diversity. Benefits include a company-matched pension, family-friendly policies, health support, and discounts through our reward scheme.

About Us

Telent is a leading technology company supporting critical digital infrastructure in the UK. Join us to make a real impact, working with a dedicated team of over 2,500 professionals committed to excellence.

Core Values

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