Service Desk Analyst (Previous Relevant Experince is Required)

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

Job summary

A leading technology company is seeking a Service Desk Analyst to join their Customer IT Service Centre in Cardiff. The role involves a 4 days on / 4 days off shift pattern, focusing on customer service and support. Extensive training and career development opportunities are provided, along with competitive benefits including a pension scheme and discounts on entertainment. If you are passionate about customer service and eager to build a long-term career, this role is for you.

Benefits

Company matched pension scheme (4-6%)

Family-friendly policies

Occupational health support

Discounts on entertainment and shopping

Qualifications

• Experience in customer service or retail in a demanding environment.
• Ability to work independently and in a team.

Responsibilities

• 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

Administration

Coordination

Teamwork

Tools

Microsoft Office

Job description

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

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Client:

Telent

Location:

Cardiff, 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 at our modern office in Camberley. We have numerous managed service contracts and an increasing order book, making this an exciting time to join our team. We offer extensive training and career development opportunities.

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

Our Technology Teams are committed to bringing the digital revolution to homes, infrastructure, and businesses. The work is complex but rewarding, impacting the nation's critical infrastructure 24/7.

What you’ll do as a Service Desk Analyst:

• Be the first point of contact for incidents, requests, and queries via multiple platforms
• Log incidents and requests through our online portal
• Provide excellent customer service consistently
• Follow up and update customers regularly
• Attend training sessions as required
• Order and manage spare parts for IT incidents
• Coordinate and schedule engineers for customer sites
• Maintain rapport with customers and understand support requirements
• Manage incident ownership through to resolution
• Proactively liaise with vendors and escalate issues as needed
• Follow escalation procedures and meet KPIs

Who you are:

You should be passionate about customer service and communication. This role focuses on support, not 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. If you are eager to build a long-term career, this role is suitable for you.

Key requirements:

• Experience in administration, coordination, retail, or customer service in a demanding environment
• Proficient in Microsoft Office programs
• Experience in call handling or customer service roles
• Ability to work independently and in a team
• ITIL awareness (desirable but not essential)

What we offer:

Opportunities to develop skills across sectors, roles, and technologies. We promote an inclusive culture that values diversity and ideas. Benefits include:

• Company matched pension scheme (4-6%)
• Family-friendly policies
• Occupational health support
• Discounts on entertainment and shopping

About Telent:

Telent is a leading technology company specializing in critical communications and digital infrastructure support. We aim to connect communities and enable digital transformation, with a team of over 2,500 dedicated professionals. Our core values are inclusivity, responsibility, and customer focus.