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

JR United Kingdom; Manchester; 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. The role involves a 4 days on/4 days off shift pattern, providing excellent customer service and support for various incidents and requests. Training and career development opportunities are available, making this a great position for those eager to grow in a customer-focused environment.

Benefits

Company matched pension scheme (4-6%)

Family-friendly policies

Occupational health and wellbeing support

Discounts on cinema, dining, and shopping

Qualifications

• Experience in administration, coordination, retail, or customer service.
• Proficiency in Microsoft Office programs.

Responsibilities

• Act as the first point of contact for incidents and requests.
• Log incidents and requests through 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), Manchester

Client:

Telent

Location:

Manchester, 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-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 have numerous managed service contracts and an increasing order book, providing opportunities for growth and development. Training and career progression are supported!

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

Our Technology Teams are committed and enterprising. Join us to contribute to the digital revolution, supporting critical infrastructure across the country. The work is complex but rewarding, making a significant impact by keeping the nation connected and protected 24/7.

Responsibilities include:

• Act as the first point of contact for incidents, requests, and queries via various platforms
• Log incidents and requests through a customer portal
• Provide excellent customer service
• Follow up and update customers regularly
• Attend training sessions as required
• Order and coordinate spare parts and engineer resources
• Maintain customer rapport and understanding of support requirements
• Manage incident ownership and resolution
• Coordinate with vendors and escalate issues as needed
• Meet KPIs set by management

Candidate profile:

The ideal candidate is passionate about customer service and communication. Experience in retail, customer service, or administration is valuable, but 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
• Proficiency in Microsoft Office programs
• Call handling and customer service experience is a plus
• Ability to work both independently and in a team
• ITIL awareness is desirable but not essential

What we offer:

• Company matched pension scheme (4-6%)
• Family-friendly policies
• Occupational health and wellbeing support
• Discounts on cinema, dining, and shopping through 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, develop your skills, and be part of a diverse, inclusive team of over 2,500 professionals committed to excellence.