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

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

Job summary

A leading technology company is seeking a Service Desk Analyst to join their Customer IT Service Centre. This role offers a competitive salary, uncapped overtime, and a shift pattern of 4 days on, 4 days off. The ideal candidate is passionate about customer service and communication, with opportunities for career development and training.

Benefits

26 days annual leave

Ongoing career development

Pension scheme

Health support

Discounts through Telent Rewards

Qualifications

• Experience in administration, coordination, retail, or customer service in demanding environments.
• Ability to work independently and in a team.

Responsibilities

• Act as the first point of contact for incidents and requests.
• Log incidents and requests via a customer portal.
• Provide excellent customer service.

Skills

Customer Service

Communication

Microsoft Office

Job description

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

Client:

Telent

Location:

Exeter, 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

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

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. We offer extensive training and career progression opportunities.

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

Our Technology Teams are committed and enterprising. Join us to help bring the digital revolution to homes, infrastructure, and businesses, making a real impact by supporting the nation's critical infrastructure 24/7.

Responsibilities:

• Act as the first point of contact for incidents, requests, and queries via multiple platforms
• Log incidents and requests via a customer portal
• Provide excellent customer service
• Follow-up actions and regular updates
• Attend training sessions
• Order and coordinate spare parts and engineer resources
• Maintain customer rapport and incident ownership
• Proactively liaise with vendors and escalate issues as needed
• Operate escalation procedures and meet KPIs

Candidate Profile:

The ideal candidate is passionate about customer service and communication, with a focus on support rather than technical troubleshooting. Experience in retail, customer service, or administration is valuable; training will be provided. Proficiency in Microsoft Office is required. This role is suitable for those eager to develop a long-term career.

Key Requirements:

• Experience in administration, coordination, retail, or customer service in demanding environments
• Proficient in Microsoft Office programs
• Call handling/customer service experience is welcomed
• Ability to work independently and in a team
• ITIL awareness is desirable

What We Offer:

Opportunities to develop across sectors and roles, inclusive culture, pension scheme, family policies, health support, and discounts through Telent Rewards.

About Telent:

Leading technology company specializing in critical communications and digital infrastructure, with a team of over 2,500 dedicated professionals. We value inclusivity, responsibility, and customer focus.