Service Desk Analyst (Previous Relevant Experince is Required)

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

Job summary

A leading company in critical communications is looking for a Service Desk Analyst to join their Customer IT Service Centre. The role involves managing incidents and providing exceptional customer service in a dynamic environment. With a focus on career development and extensive training, this position offers a competitive salary and various benefits, including a pension scheme and family-friendly policies.

Benefits

Company matched pension scheme (4-6%)

Family-friendly policies

Occupational health support

Discounts through Telent Reward scheme

Qualifications

• Experience in administration, retail, customer service, or call centres.
• Proficient in Microsoft Office applications.

Responsibilities

• Act as the first point of contact for incidents and requests.
• Log and manage incidents using the online portal.
• Provide excellent customer service and timely updates.

Skills

Customer Service

Communication

Microsoft Office

Job description

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

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Client:

Telent

Location:

Camberley, GU15 3YL

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

Salary and Benefits: Competitive starting salary, uncapped overtime options, 20% salary uplift for shift work, at-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 at our modern office in Camberley. We support numerous managed service contracts and are expanding our team to support growth. Extensive training and career progression opportunities are available.

This role involves a 4 days on / 4 days off shift pattern, with an 11-hour rotating shift from 7am-7pm or 7pm-7am, based at our Camberley office.

Our Technology Teams are committed to digital innovation. Join us to make a significant impact by helping to connect and protect the nation's critical infrastructure 24/7.

Responsibilities include:

• Act as the first point of contact for incidents, requests, and queries via multiple platforms
• Log and manage incidents using our online portal
• Provide excellent customer service and timely updates
• Coordinate logistics and engineer scheduling for IT incidents
• Maintain customer rapport and incident ownership
• Proactively liaise with vendors and escalate issues as needed
• Meet KPIs set by management

Candidate Profile:

The role focuses on customer service and communication, not technical troubleshooting. Experience in retail, customer service, or administration is valued. Proficiency in Microsoft Office is required. On-the-job training will be provided for the right candidate eager to develop a long-term career.

Key Requirements:

• Experience in administration, retail, customer service, or call centres
• Proficient in Microsoft Office applications
• Experience in call handling and customer service
• Ability to work independently and in a team
• ITIL awareness is desirable

What We Offer:

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

About Telent:

Telent specializes in critical communications and digital infrastructure, supporting communities and industries across the UK. Join us to make an impact and be part of a dedicated team of over 2,500 professionals committed to excellence.

Our core values are:

• Be Inclusive
• Take Responsibility
• Be Customer-focused