Service Desk Analyst (Previous Relevant Experince is Required)

JR United Kingdom; Sheffield; 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. This role involves providing exceptional customer service and support for IT issues while working a 4 days on / 4 days off shift pattern. The ideal candidate will have experience in customer service or administration, with a strong focus on communication and support. Training and career development opportunities are available.

Benefits

Company matched pension scheme (4-6%)

Family-friendly policies

Occupational health support

Discounts on cinema, restaurants, and shopping

Qualifications

• Experience in customer service or administration is valuable.
• Proficiency in Microsoft Office is required.

Responsibilities

• First point of contact for incidents and requests.
• Logging incidents and requests via an online portal.
• Providing excellent customer service.

Skills

Customer Service

Communication

Administration

Coordination

Proficiency in Microsoft Office

Job description

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Service Desk Analyst (Previous Relevant Experience is Required), Sheffield, South Yorkshire

Client: Telent

Location: Sheffield, South Yorkshire, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views: 5

Posted: 12.05.2025

Expiry Date: 26.06.2025

Job Description:

Service Desk Analyst

Location: Camberley, GU15 3YL (Office based role)

Working pattern: 4 days on / 4 days off shift pattern (11 hr 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 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. Training and career development opportunities are available.

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

Our Technology Teams are committed and enterprising. Join us to help bring the digital revolution to homes, infrastructure, and businesses, making a significant impact by supporting the nation's critical infrastructure 24/7.

Responsibilities include:

• Being the first point of contact for incidents, requests, and queries via multiple platforms
• Logging incidents and requests via an online portal
• Providing excellent customer service
• Following up and updating customers
• Attending training sessions
• Ordering and arranging spare parts
• Coordinating engineers and field resources
• Maintaining customer relationships and incident ownership
• Liaising with vendors and escalating issues as needed
• Understanding and operating escalation procedures
• Meeting 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; on-the-job training will be provided. Proficiency in Microsoft Office (Word, Excel, Outlook, Teams) is required. This role is suitable for those eager to develop a long-term career.

Key requirements:

• Experience in administration, coordination, retail, or customer service in demanding environments
• Proficiency with Microsoft Office programs
• Call handling or telephone-based customer service experience is advantageous
• Ability to work independently and in a team
• ITIL awareness is desirable but not essential

What we offer:

At Telent, you can develop across sectors and roles, with ongoing training and impact. We foster an inclusive culture that values diversity and ideas. Benefits include:

• Company matched pension scheme (4-6%)
• Family-friendly policies
• Occupational health support and wellbeing portal
• Discounts on cinema, restaurants, and shopping via Telent Rewards

About Telent:

Telent is a leading technology company specializing in mission-critical communications and digital infrastructure. Join us to make a real 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