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

JR United Kingdom; Lincoln; 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 extensive training. The ideal candidate should have customer service experience and proficiency in Microsoft Office. Join a dedicated team to support critical infrastructure across the country.

Benefits

Company matched pension scheme (4-6%)

Family-friendly policies

Occupational health support

Discounts through Telent Reward scheme

Qualifications

• Experience in customer service, retail, or similar environments.
• Proficiency in Microsoft Office (Word, Excel, Outlook, Teams).

Responsibilities

• Serve as the first point of contact for incidents and requests.
• Log and track incidents and requests.
• Provide excellent customer service consistently.

Skills

Customer service

Communication

Microsoft Office

Job description

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

Client:

Telent

Location:

Lincoln, 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% 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 meet growing demands. 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 at Telent are dedicated and innovative. Join us to contribute to the digital revolution, supporting critical infrastructure across the country. Your work will have a tangible impact, helping to keep the nation's infrastructure connected and protected 24/7.

Responsibilities:

• Serve as the first point of contact for incidents, requests, and queries via various platforms (phone, email, portals)
• Log and track incidents and requests
• Provide excellent customer service consistently
• Follow up on actions and update customers regularly
• Attend training sessions as required
• Order and coordinate spare parts and engineer resources
• Maintain good rapport with customers and understand their support needs
• Manage incident ownership and escalate issues proactively
• Meet KPIs set by management

Ideal Candidate:

Customer service oriented with good communication skills. Experience in retail, customer service, or administration is valuable but not essential as training is provided. Proficiency in Microsoft Office (Word, Excel, Outlook, Teams) is required. This role is suitable for those seeking a long-term career.

Key Requirements:

• Experience in customer service, retail, or similar environments
• Confident in using Microsoft Office programs
• Call handling or customer service experience is a plus
• Ability to work independently and in a team
• ITIL awareness is desirable

What We Offer:

Opportunities for career growth across sectors and roles, with a focus on inclusivity and diversity. Benefits include:

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

About Telent:

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

Core Values:

• Be Inclusive
• Take Responsibility
• Be Customer-focused