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

JR United Kingdom; Wolverhampton; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading technology company is seeking a Service Desk Analyst for their Wolverhampton office. This role offers a competitive salary, uncapped overtime, and a 4 days on/4 days off shift pattern. Ideal candidates will have experience in customer service and proficiency in Microsoft Office. Join a supportive team and make a real impact in the digital infrastructure sector.

Benefits

Company matched pension scheme (4-6%)

Family-friendly policies

Occupational health support

Discounts on cinema, restaurants, and shopping

Qualifications

• Experience in administration, coordination, retail, or customer service in demanding environments.
• Confident in using Microsoft Office programs.

Responsibilities

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

Skills

Customer Service

Microsoft Office

Administration

Coordination

Job description

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

Client: Telent

Location: Wolverhampton

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: Wolverhampton (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 Customer IT Service Centre. We have numerous managed service contracts and an increasing order book, making this a great time to join and grow your career with us. Training and career development are provided!

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

Our Technology Teams are committed and enterprising. Join us to bring the digital revolution to homes, infrastructure, and businesses. Your work will make an impact, helping to keep the nation's critical infrastructure connected and protected 24/7.

Responsibilities include:

• Act as the first point of contact for incidents, requests, and queries via multiple platforms
• Log incidents and requests via online portals
• Provide excellent customer service
• Follow up and update customers regularly
• Attend training sessions
• Order and arrange spare parts for IT incidents
• Coordinate and schedule engineers or field resources
• Maintain good rapport with customers and understand their support needs
• Manage incident ownership and resolution
• Proactively liaise with vendors and escalate as needed
• Operate the Escalations Procedure
• Meet KPI targets set by management

Ideal candidate profile:

The role is customer service-focused, acting as the first contact for IT issues. Experience in retail or customer service is valuable but not essential; training will be provided. Proficiency in Microsoft Office is required. This is a long-term career opportunity.

Key requirements:

• Experience in administration, coordination, retail, or customer service in demanding environments
• Confident in using Microsoft Office programs
• Call handling or customer service experience is advantageous
• Ability to work 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 support and wellbeing portal
• Discounts on cinema, restaurants, and shopping

About Telent:

Telent is a leading technology company specializing in mission-critical communications and digital infrastructure support. Join us to make a real impact, work with a talented team, and develop your skills in a supportive environment.

Our values:

• Be Inclusive
• Take Responsibility
• Be Customer-focused