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

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

Job summary

A leading company is seeking a Service Desk Analyst to join their Customer IT Service Centre in Camberley. This full-time role offers a 4 days on/4 days off shift pattern, competitive salary, and extensive training opportunities. Ideal for those passionate about customer service, the position involves managing incidents and providing support in a dynamic environment.

Benefits

Company matched pension (4-6%)

Family-friendly policies

Occupational health support

Discounts through Telent Reward scheme

Qualifications

• Experience in administration, coordination, retail, or customer service in demanding environments.
• ITIL awareness is desirable but not essential.

Responsibilities

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

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), Ipswich

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Client:

Telent

Location:

Camberley, GU15 3YL

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

5

Posted:

12.05.2025

Expiry Date:

26.06.2025

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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 looking for a Service Desk Analyst (Customer Service Helpdesk Agent) to join our growing Customer IT Service Centre from our modern office in Camberley. We support numerous managed service contracts and have an increasing order book, making this a great time to join our team. We offer extensive training and career development 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 office.

Our Technology Teams are committed and enterprising. Join us to be part of the digital revolution, helping to connect and protect the nation's critical infrastructure 24/7.

What you’ll do:

• Act as the first point of contact for incidents, requests, and queries via various platforms
• Log incidents and requests through our online portal
• Provide excellent customer service
• Follow up and update customers regularly
• Attend training sessions as needed
• Order and coordinate spare parts and engineer resources
• Maintain rapport with customers and understand support requirements
• Manage incident ownership and resolution
• Liaise with vendors and escalate as necessary
• Operate the Escalations Procedure proactively
• Meet KPIs set by management

Who you are:

Passionate about customer service, with excellent communication skills. Experience in retail, customer service, or administration is valuable, but training will be provided. Proficiency in Microsoft Office (Word, Excel, Outlook, Teams) is required. This role is ideal for those seeking a long-term career.

Key requirements:

• Experience in administration, coordination, retail, or customer service in demanding environments
• Computer literate and confident in Microsoft Office
• Experience in call handling or customer service roles
• Ability to work well in a team and independently
• ITIL awareness is desirable but not essential

What we offer:

Opportunities across sectors and technologies, career development, and an inclusive culture that values diversity. Benefits include:

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

About Telent:

Leading in mission-critical communications and digital infrastructure support, with a team of over 2,500 dedicated professionals committed to making a difference. Join us to fulfill your potential and contribute to vital projects that impact communities nationwide.

Our Values:

• Be Inclusive
• Take Responsibility
• Be Customer-focused