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

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

Job summary

A leading provider of digital infrastructure services is seeking a Service Desk Analyst in Warrington. The role offers a competitive salary with a 20% uplift for shift work, 26 days annual leave, and opportunities for career growth in a supportive environment.

Benefits

Uncapped overtime options

26 days annual leave

Ongoing career development

Inclusive culture

Pension scheme

Health support

Discounts through Telent Rewards

Qualifications

• Experience in customer service, retail, or helpdesk environments.
• Proficient in Microsoft Office applications.

Responsibilities

• Act as the first point of contact for incidents, requests, and queries.
• Log and update incidents and requests using customer portals.
• Provide excellent customer service and regular updates.

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), Warrington, Cheshire

Client: Telent

Location: Warrington, Cheshire

Job Category: Other

EU work permit required: Yes

Job Description:

Service Desk Analyst

Location: Warrington, Cheshire (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 in Warrington. We support various managed service contracts and are expanding our team. Training and career progression opportunities are available.

This role involves a 4 days on / 4 days off shift pattern with 11-hour rotating shifts from our modern Warrington office.

Our Technology Teams are committed to delivering digital solutions that impact homes, infrastructure, and businesses. Join us to be part of the digital revolution and help maintain critical national infrastructure.

Responsibilities:

• Act as the first point of contact for incidents, requests, and queries via multiple platforms
• Log and update incidents and requests using customer portals
• Provide excellent customer service and regular updates
• Order and arrange spare parts for IT incidents
• Coordinate engineer resources for customer sites
• Maintain rapport with customers and understand support requirements
• Manage incident ownership and resolution
• Liaise with vendors and escalate issues as needed
• Meet KPI targets set by management

Candidate Profile:

The ideal candidate is passionate about customer service and communication, with experience in retail, customer service, or administration. Technical troubleshooting is not required, but proficiency in Microsoft Office is essential. On-the-job training will be provided.

Key Requirements:

• Experience in customer service, retail, or helpdesk environments
• Proficient in Microsoft Office applications
• Call handling and customer support experience preferred
• Ability to work independently and in a team
• ITIL awareness is desirable

What We Offer:

Opportunities for career growth, inclusive culture, pension scheme, health support, and discounts through Telent Rewards.

About Telent:

Telent is a leading provider of critical communications and digital infrastructure services in the UK, with over 2,500 employees dedicated to innovation and excellence.

Our core values are:

• Be Inclusive
• Take Responsibility
• Be Customer-focused