Service Desk Analyst (Previous Relevant Experince is Required)

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

Job summary

A leading technology company is seeking a Service Desk Analyst for their Customer IT Service Centre in Colchester. This full-time role involves a 4 days on / 4 days off shift pattern, focusing on customer service and support. The ideal candidate should have experience in customer service or administration, with proficiency in Microsoft Office. Join a dynamic team committed to enhancing digital resilience and infrastructure support across the UK.

Benefits

Company matched pension scheme (4-6%)

Family-friendly policies

Occupational health support

Discounts through Telent Reward scheme

Qualifications

• Experience in customer service or administration in demanding environments.
• Proficiency in Microsoft Office applications.

Responsibilities

• Serve as the first point of contact for incidents and requests.
• Log incidents and provide excellent customer service.
• Coordinate with vendors and manage incident ownership.

Skills

Customer Service

Communication

Coordination

Administration

Microsoft Office

Job description

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

Client: Telent

Location: Colchester, United Kingdom

Job Category: Other

EU work permit required: Yes

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. We offer extensive training and career progression opportunities.

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

Our Technology Teams are committed and innovative. Join us to contribute to the digital revolution, supporting critical infrastructure across the country. The work is challenging but rewarding, making a significant impact by keeping the nation's infrastructure connected and protected 24/7.

Responsibilities:

• Serve as the first point of contact for incidents, requests, and queries via multiple platforms (telephone, email, portals)
• Log incidents and requests through a dedicated online portal
• Provide excellent customer service consistently
• Follow up on actions and update customers regularly
• Attend training sessions as needed
• Order and coordinate spare parts for IT incidents
• Schedule engineers and resources for customer sites
• Maintain rapport with customers and understand support requirements
• Manage incident ownership throughout the lifecycle
• Coordinate with vendors and escalate issues as necessary
• Operate the Escalations Procedure proactively
• Meet KPIs set by management

Candidate Profile:

The ideal candidate is 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, customer service, coordination, or administration is valuable, with on-the-job training provided. Proficiency in Microsoft Office (Word, Excel, Outlook, Teams) is required. This position is suitable for those seeking a long-term career.

Key Requirements:

• Experience in administration, coordination, retail, or customer service in demanding environments
• Proficiency in Microsoft Office applications
• Experience in call handling or customer service roles is preferred
• Ability to work independently and in a team
• ITIL awareness is desirable but not essential

What We Offer:

We provide opportunities across sectors and roles, fostering growth and skill development. Our inclusive culture values diversity and encourages everyone to be themselves and thrive at work. Benefits include:

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

About Telent:

Telent is a leading technology company specializing in mission-critical communications and digital infrastructure support across the UK. Our work connects communities and enhances digital resilience. Join our team of over 2,500 dedicated professionals committed to excellence.

Our core values are:

• Be Inclusive
• Take Responsibility
• Be Customer-focused