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

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

Job summary

A leading technology company is seeking a Service Desk Analyst to join their Customer IT Service Centre. This role involves a 4 days on / 4 days off shift pattern, providing excellent customer service and support for critical infrastructure. The ideal candidate will have experience in customer service and proficiency in Microsoft Office. The company offers competitive salary, uncapped overtime, and extensive training opportunities.

Benefits

Company matched pension scheme (4-6%)

Family-friendly policies

Occupational health and wellbeing support

Discounts via Telent Reward scheme

Qualifications

• Experience in customer service, retail, or administrative roles in demanding environments.
• Call handling or customer service experience is preferred.

Responsibilities

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

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), High Wycombe

Client: Telent

Location: High Wycombe, 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, offering 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, at our Camberley office (GU15 3YL).

Our Technology Teams are dedicated and innovative. Join us to contribute to the digital revolution, supporting critical infrastructure across the country. The work is complex but rewarding, helping to keep the nation's infrastructure connected and protected 24/7.

What you’ll do:

• Serve as the first point of contact for incidents, requests, and queries via multiple platforms
• Log incidents and requests through our 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 with customers and understand their support needs
• Manage incident ownership and resolution
• Coordinate with vendors and escalate issues as needed
• Adhere to escalation procedures and meet KPIs

Who you are:

You are passionate about customer service and communication, acting as the first contact for IT issues, primarily supporting customers rather than troubleshooting technical problems. Experience in retail, customer service, or administration is valuable; training will be provided. Proficiency in Microsoft Office is required. This role is ideal for those looking to develop a long-term career.

Key requirements:

• Experience in customer service, retail, or administrative roles in demanding environments
• Proficient in Microsoft Office applications
• Call handling or customer service experience is preferred
• Ability to work independently and in a team
• ITIL awareness is desirable but not essential

What we offer:

We provide opportunities across sectors and roles, fostering development and impact. Our inclusive culture values diversity and encourages everyone to thrive. Benefits include:

• Company matched pension scheme (4-6%)
• Family-friendly policies
• Occupational health and wellbeing support
• Discounts via Telent Reward scheme

About Telent:

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

Core values:

• Be Inclusive
• Take Responsibility
• Be Customer-focused