Service Desk Analyst (Previous Relevant Experince is Required)

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

Job summary

A leading company is seeking a Service Desk Analyst in Worcester to provide exceptional customer service and support IT issues. This full-time, permanent role offers a 4 days on / 4 days off shift pattern, competitive salary, and numerous benefits including career development opportunities.

Benefits

Company pension scheme (4-6% contribution matched)

Family-friendly policies

Occupational health support

Discounts via Telent Reward scheme

Qualifications

• Experience in administration, coordination, retail, or customer service in demanding environments.
• Ability to work independently and in a team.

Responsibilities

• First point of contact for incidents, requests, and queries via multiple platforms.
• Logging incidents and requests through a customer portal.
• Providing excellent customer service.

Skills

Customer Service

Communication

Proficiency in Microsoft Office

Job description

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

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Client:

Telent

Location:

Worcester, 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 seeking a Service Desk Analyst (Customer Service Helpdesk Agent) to join our expanding Customer IT Service Centre at our modern office in Camberley. We support numerous prestigious managed service contracts and are experiencing growth, making this an excellent opportunity for career progression. Training and development are provided.

This role involves a 4 days on / 4 days off shift pattern, with an 11-hour rotating shift schedule 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, with significant impact.

Responsibilities include:

• First point of contact for incidents, requests, and queries via multiple platforms
• Logging incidents and requests through a customer portal
• Providing excellent customer service
• Following up and updating customers
• Attending training sessions
• Ordering and managing spare parts
• Coordinating engineering resources
• Maintaining customer relationships and incident ownership
• Proactively liaising with vendors and managing escalations
• Achieving KPIs set by management

Candidate profile:

The role requires a passion for customer service and communication, acting as the first contact for IT issues. It focuses on support rather than technical troubleshooting. Experience in retail, customer service, or administration is valuable; training will be provided. Proficiency in Microsoft Office is required.

Key requirements:

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

Benefits:

• Company pension scheme (4-6% contribution matched)
• Family-friendly policies
• Occupational health support
• Discounts via Telent Reward scheme

About Telent:

Telent specializes in designing, building, supporting, and maintaining mission-critical communications and digital infrastructure across the UK. We are committed to making a positive impact and fostering an inclusive culture where everyone can thrive. Join our team of over 2,500 dedicated professionals and help improve everyday life.