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

JR United Kingdom; Glasgow; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading technology company seeks a Service Desk Analyst to join their Customer IT Service Centre in Glasgow. This role involves a 4 days on/4 days off shift pattern, providing first-line support for IT-related issues. The ideal candidate should be passionate about customer service, with opportunities for career development and a supportive work environment.

Benefits

Company pension scheme

Family policies

Health support

Discounts through Telent Rewards

26 days annual leave

Ongoing career development

Qualifications

• Experience in customer service or administration is valuable.
• Proficiency in Microsoft Office is required.

Responsibilities

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

Skills

Customer Service

Communication

Administration

Coordination

Microsoft Office

Job description

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

Client:

Telent

Location:

Glasgow, 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 and Benefits: Competitive starting salary, uncapped overtime options, 20% shift allowance, at-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 our growth. We offer extensive training and career progression opportunities.

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

Our Technology Teams are committed and enterprising. Join us to contribute to the digital revolution, supporting the nation's critical infrastructure 24/7.

Responsibilities:

• Act as the first point of contact for incidents, requests, and queries via phone, email, B2B, and portals
• Log incidents and requests through the online portal
• Provide excellent customer service consistently
• Follow up and update customers regularly
• Attend training sessions as required
• Order and coordinate spare parts and engineer resources
• Maintain rapport and understanding of customer support requirements
• Manage incident ownership and resolution
• Coordinate with vendors and escalate as necessary
• Operate the Escalations Procedure proactively
• Meet KPIs set by the Service Centre Manager

Candidate Profile:

The ideal candidate is passionate about customer service and communication, acting as the first point of contact for IT-related issues. This role emphasizes customer support over technical troubleshooting.

Experience in retail, customer service, or administration is valuable but not essential; training will be provided. Proficiency in Microsoft Office (Word, Excel, Outlook, Teams) 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
• Confidence in using Microsoft Office programs
• Experience in call handling or customer service roles
• Ability to work well independently and in a team
• ITIL awareness (desirable but not essential)

What We Offer:

Opportunities for development across sectors and roles, a supportive and inclusive culture, and benefits including a company pension scheme, family policies, health support, and discounts through Telent Rewards.

About Telent:

Telent is a leading technology company specializing in mission-critical communications and digital infrastructure support across the UK. Join us to make a meaningful impact, working with a team of over 2,500 dedicated professionals committed to excellence.