Service Desk Analyst - Attractive shift pattern with 20% salary uplift (Previous Relevant Exper[...]

JR United Kingdom; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company is seeking a Service Desk Analyst in Birmingham. The role involves a 4 days on/4 days off shift pattern, providing customer support for IT-related issues. The ideal candidate should have strong customer service skills and proficiency in Microsoft Office. Opportunities for career development and a supportive work environment are offered.

Benefits

Career Development Opportunities

Inclusive Culture

Pension Scheme

Health Support

Discounts through Reward Scheme

Qualifications

• Experience in administration, coordination, retail, or customer service in demanding environments.
• Proficiency in Microsoft Office required.

Responsibilities

• Acting as the first point of contact for incidents and requests.
• Providing excellent customer service and managing incident ownership.
• Coordinating engineering resources and maintaining customer rapport.

Skills

Customer Service

Communication

Microsoft Office

Job description

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Service Desk Analyst - Attractive shift pattern with 20% salary uplift (Previous Relevant Experience is Required), Birmingham

Client:

Telent

Location:

Birmingham, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Views:

5

Posted:

12.05.2025

Expiry Date:

26.06.2025

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 is seeking a Service Desk Analyst (Customer Service Helpdesk Agent) to join our Customer IT Service Centre at our modern office in Camberley. We support numerous managed service contracts and are expanding our team to support growth. Training and career development opportunities are available.

This role involves a 4 days on / 4 days off shift pattern, with an 11-hour rotating shift schedule from 7am to 7pm, or 7pm to 7am. The position is office-based at our Camberley service centre (GU15 3YL).

Our Technology Teams are committed to bringing the digital revolution to homes, infrastructure, and businesses. The work is complex but rewarding, helping to keep the nation's critical infrastructure connected and protected 24/7.

Responsibilities include:

• Acting as the first point of contact for incidents, requests, and queries via various platforms
• Logging incidents and requests through a customer portal
• Providing excellent customer service
• Following up and updating customers regularly
• Attending training sessions
• Ordering and arranging spare parts
• Coordinating engineering resources
• Maintaining customer rapport and understanding support requirements
• Managing incident ownership and resolution
• Liaising with vendors and escalating issues as needed
• Meeting KPIs set by management

Candidate profile:

The ideal candidate is passionate about customer service and communication, acting as the first contact for IT-related issues. Experience in retail, customer service, or administration is valuable, but training will be provided. Proficiency in Microsoft Office is required. This role is suitable for those seeking a long-term career.

Key requirements:

• Experience in administration, coordination, retail, or customer service in demanding environments
• Proficiency in Microsoft Office (Word, Excel, Outlook, Teams)
• Experience in call handling or customer service is beneficial
• Ability to work independently and in a team
• ITIL awareness is desirable

What we offer:

Opportunities for career development, inclusive culture, pension scheme, family policies, health support, and discounts through our reward scheme.

About Telent:

Telent specializes in mission-critical communications and technology, supporting the UK’s digital infrastructure with a team of over 2,500 employees. We value diversity and inclusion, and our core values are inclusivity, responsibility, and customer focus.