Service Desk Analyst (Previous Relevant Experince is Required)

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

Job summary

A leading company in critical digital infrastructure seeks a Service Desk Analyst to join their Customer IT Service Centre in Bristol. This full-time, permanent role involves a 4 days on / 4 days off shift pattern. The ideal candidate will be customer-focused, possess good communication skills, and have experience in customer service or administration. They offer competitive starting salary, uncapped overtime, and extensive career development opportunities.

Benefits

Company matched pension (4-6%)

Family-friendly policies

Occupational health and wellbeing support

Discounts through Telent Reward scheme

Qualifications

• Experience in administration, coordination, retail, or customer service in demanding environments.
• Proficiency in Microsoft Office is necessary.

Responsibilities

• Act as the 1st point of contact for incidents and requests.
• Log incidents and provide excellent customer service.
• Own incidents throughout their lifecycle until resolution.

Skills

Customer Service

Communication

Microsoft Office

Job description

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Service Desk Analyst (Previous Relevant Experience is Required), Bristol

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Client:

Telent

Location:

Bristol, 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 growing Customer IT Service Centre at our modern office in Camberley. We support numerous managed service contracts and are expanding our team to support growth. Training and career development are provided.

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

Our Technology Teams are committed and enterprising. Join us to bring the digital revolution to homes, infrastructure, and businesses, making a significant impact and helping to keep the nation's critical infrastructure connected and protected 24/7.

What you’ll do:

• Act as the 1st point of contact for incidents, requests, and queries via phone, email, B2B, and portals
• Log incidents and requests via a customer portal
• Provide excellent customer service
• Follow up and update customers regularly
• Attend training sessions
• Order and arrange spare parts using internal logistics
• Coordinate and schedule engineers or field resources
• Maintain rapport with customers and understand their support requirements
• Own incidents throughout their lifecycle until resolution
• Proactively liaise with vendors and escalate as needed to meet SLAs
• Follow escalation procedures
• Meet KPIs set by management

Who you are:

Customer-focused with good communication skills. Experience in retail, customer service, or administration is valuable; technical support experience is not required. Proficiency in Microsoft Office (Word, Excel, Outlook, Teams) is necessary. Eager to develop a long-term career.

Key requirements:

• Experience in administration, coordination, retail, or customer service in demanding environments (helpdesk, call centre, retail, public sector)
• Computer literate and confident with Microsoft Office
• Call handling/customer service experience is a plus
• Ability to work in a team and independently
• ITIL awareness is desirable

What we offer:

A diverse career with opportunities to develop skills and make an impact. We promote an inclusive culture that values diversity and ideas. Benefits include:

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

About Telent:

Leading in technology and critical digital infrastructure, Telent designs, builds, supports, and maintains mission-critical communications. Join us to make a difference, working with a team of over 2,500 dedicated professionals committed to excellence.

Our values:

• Be Inclusive
• Take Responsibility
• Be Customer-focused