Service Desk Analyst (Previous Relevant Experince is Required)

JR United Kingdom; Gloucester; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading technology company is seeking a Service Desk Analyst to join their Customer IT Service Centre in Gloucester. This full-time, permanent position involves a 4 days on / 4 days off shift pattern with extensive training and career development opportunities. The ideal candidate is passionate about customer service and communication, with experience in retail or administration. Benefits include a competitive salary, uncapped overtime options, and a matched pension scheme.

Benefits

Matched pension scheme

Family-friendly policies

Health support

Discounts through Telent Rewards

Qualifications

• Experience in administration, coordination, retail, or customer service in a demanding environment.
• Proficiency with Microsoft Office programs.
• Experience in call handling or customer service roles is preferred.

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 consistently.

Skills

Customer Service

Communication

Teamwork

Proficiency in Microsoft Office

Job description

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

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Client:

Telent

Location:

Gloucester, 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 have numerous managed service contracts and an increasing order book, making this a great 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 11-hour rotating shifts from 7am to 7pm or 7pm to 7am. The position is office-based at our Camberley service centre (GU15 3YL).

Our Technology Teams are committed and enterprising. Join us to be part of the digital revolution, working on complex projects that make a real impact—helping to keep the nation's critical infrastructure connected and protected 24/7.

Responsibilities:

• Act as the first point of contact for incidents, requests, and queries via various platforms
• Log incidents and requests through a customer portal
• Provide excellent customer service consistently
• Follow up on actions and update customers regularly
• Attend training sessions as required
• Order and manage spare parts for IT incidents
• Coordinate and schedule engineers or field resources
• Maintain rapport with customers and understand their support needs
• Manage incident ownership to resolution
• Proactively liaise with vendors and escalate as necessary
• Operate the Escalations Procedure effectively
• Meet KPIs set by management

Candidate Profile:

The ideal candidate is passionate about customer service and communication, acting as the first point of contact for IT issues, focusing on support rather than technical troubleshooting. Experience in retail, customer service, or administration is valuable, with on-the-job training provided. Proficiency in Microsoft Office is required. This is a long-term career opportunity.

Key Requirements:

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

What We Offer:

A diverse and inclusive culture, opportunities for growth, and benefits including a matched pension scheme, family-friendly policies, health support, and discounts through Telent Rewards.

About Telent:

Telent is a leading technology company specializing in mission-critical communications and digital infrastructure support across the UK. Join us to make a meaningful impact and be part of a dedicated team of over 2,500 professionals.

Our Values:

• Be Inclusive
• Take Responsibility
• Be Customer-focused