Service Desk Analyst (Previous Relevant Experince is Required)

JR United Kingdom; Crawley; 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 Crawley. This full-time role involves supporting managed service contracts and offers opportunities for training and career progression. The ideal candidate is passionate about customer service and communication, with experience in customer-facing roles. The position involves a 4 days on / 4 days off shift pattern, working 11-hour rotating shifts. Competitive salary and benefits are offered.

Benefits

26 days annual leave

Ongoing career development

Inclusive culture

Pension scheme

Health support

Discounts via Telent Reward scheme

Qualifications

• Experience in customer service, retail, or administration in demanding environments.
• Proficient with Microsoft Office applications.

Responsibilities

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

Skills

Customer Service

Communication

Microsoft Office

Job description

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Service Desk Analyst (Previous Relevant Experience is Required), Crawley, West Sussex

Client: Telent

Location: Crawley, West Sussex, 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 to join our Customer IT Service Centre in Camberley. This role involves supporting our managed service contracts, with opportunities for training and career progression.

This is a 4 days on / 4 days off shift pattern, working 11-hour rotating shifts from our modern office in Camberley (GU15 3YL).

The Technology Teams at Telent are committed to bringing the digital revolution to homes, infrastructure, and businesses across the country. Join us to make an impact by helping to build and maintain the nation's critical infrastructure.

Responsibilities:

• Act as the first point of contact for incidents, requests, and queries via multiple platforms
• Log incidents and requests through a customer portal
• Provide excellent customer service
• 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
• Manage incident ownership and resolution
• Liaise with suppliers and escalate issues to meet SLAs
• Follow escalation procedures and meet KPIs

Candidate Profile:

The ideal candidate is passionate about customer service and communication, with experience in retail, customer service, or administration. Technical support experience is not required but beneficial. Proficiency in Microsoft Office is essential. This role is suitable for those eager to develop a long-term career.

Key Requirements:

• Experience in customer service, retail, or administration in demanding environments
• Proficient with Microsoft Office applications
• Call handling and customer service experience preferred
• Ability to work independently and in a team
• ITIL awareness is desirable

Benefits:

Opportunities to develop skills, inclusive culture, pension scheme, family policies, health support, and discounts via Telent Reward scheme.

About Telent:

Telent is a technology leader in mission-critical communications and digital infrastructure support. Join us to make a real impact and be part of a dedicated team of over 2,500 professionals.

Our core values are:

• Be Inclusive
• Take Responsibility
• Be Customer-focused