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

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

Job summary

A leading technology company in Worcester is seeking a Service Desk Analyst to join their Customer IT Service Centre. This full-time, permanent role offers an attractive shift pattern with a 20% salary uplift for shift work, extensive training, and career development opportunities. Ideal candidates will have a passion for customer service and experience in retail or similar environments.

Benefits

Company matched pension scheme (4-6%)

Family-friendly policies

Occupational health support and wellbeing portal

Discounts on cinema, restaurants, and shopping

Qualifications

• Experience in customer service, retail, or similar demanding environments.
• Call handling and customer service experience.

Responsibilities

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

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), Worcester

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Client:

Telent

Location:

Worcester, United Kingdom

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 Customer IT Service Centre from our modern office in Camberley. We have numerous managed service contracts and an increasing order book, providing opportunities for growth. We offer extensive training and career development!

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

Our Technology Teams are committed and enterprising. Join us to bring the digital revolution to homes, infrastructure, and businesses. The work is complex but rewarding—help us keep the nation’s critical infrastructure connected and protected 24/7.

What you’ll do:

• Act as the first point of contact for incidents, requests, and queries via phone, email, B2B, and portals
• Log incidents and requests through our online portal
• Provide excellent customer service consistently
• Follow up and update customers regularly
• Attend training sessions as needed
• Order and coordinate spare parts and engineer resources
• Maintain rapport and understanding of customer support requirements and contracts
• Manage incident ownership and resolution
• Proactively liaise with vendors and escalate issues as needed
• Follow escalation procedures and meet KPIs

Who you are:

You are passionate about customer service and communication, acting as the first contact for IT issues. This role emphasizes customer support over technical troubleshooting. Experience in retail or customer service is valuable; technical experience is not essential as training will be provided. Proficiency in Microsoft Office is required. This role is ideal for those eager to develop a long-term career.

Key requirements:

• Experience in customer service, retail, or similar demanding environments
• Proficiency with Microsoft Office programs
• Call handling and customer service experience
• Ability to work independently and in a team
• ITIL awareness (desirable but not essential)

What we offer:

A diverse career with opportunities for development, supported by an inclusive culture. Benefits include:

• 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 and be part of a team of over 2,500 dedicated professionals committed to excellence.

Our values:

• Be Inclusive
• Take Responsibility
• Be Customer-focused