Support Centre Analyst

Celestra Limited; Bletchley; Remote; GBP 28,000; Full time

Job summary

An established industry player is seeking a Support Centre Analyst to be the key point of contact for clients and engineers. In this dynamic role, you will manage service requests, ensure timely execution of maintenance tasks, and champion customer service excellence. With a flexible work schedule and the opportunity to work remotely on weekends, you will play a vital role in delivering exceptional IT services. Join a vibrant team that values your contributions and offers a modern office environment, generous holiday, and a range of exciting perks. If you thrive in a fast-paced environment and are passionate about customer service, this is the perfect opportunity for you.

Benefits

31 days holiday

Pension and Private Medical Scheme

Flu Vaccinations & Free Eye Tests

Company bonus scheme

Cycle to Work scheme

Modern office environment

Fun charity events and team parties

Fresh fruit deliveries

On-site snack shop

Coffee van every morning

Qualifications

• Strong attention to detail and organizational skills required.
• Excellent verbal and written communication skills are essential.

Responsibilities

• Manage service requests and ensure efficient service delivery.
• Schedule engineers and maintain support documentation.
• Champion customer service excellence and respond to queries.

Skills

Attention to detail

Organizational skills

Verbal communication

Written communication

Problem-solving

Independence

Tools

Service management system

Job description

About Celestra
At Celestra, we’re all about delivering exceptional IT services to top brands in the hospitality and retail sectors across the UK. As a trusted partner, we work closely with our clients, becoming an extension of their teams, helping them bring their digital visions to life. Our dedicated teams consistently provide outstanding customer experiences, offering unmatched speed and reliability.

Role Overview
As a Support Centre Analyst, you will be the key point of contact for our clients, engineers, and end-users. You’ll play a vital role in ensuring that maintenance and service requests are executed efficiently and within agreed service levels. Your responsibilities will include managing calls, scheduling engineers, and providing regular updates to ensure seamless service delivery.

Working Hours

Our core office hours are Monday to Friday, 8:30 am to 5:30 pm. However, the Support Desk team provides coverage 7 days a week, with flexible shifts scheduled between 6:00am and 9:00 pm. Weekend work is required on a rotating basis, typically one weekend every four weeks, and is carried out remotely. If you are scheduled for a weekend shift, you will receive two days off during the week to maintain a work-life balance. Occasional overtime may also be required.

Key Responsibilities

• Champion excellence in customer service, always aiming to get it right the first time.
• Respond quickly and effectively to incoming queries, escalating issues where necessary.
• Log and manage all service requests in our system, ensuring all relevant information is captured and documented.
• Ensure all paperwork is received, reviewed, and saved in the service management system.
• Schedule engineers based on skillset, location, and availability.
• Review engineers’ reports for discrepancies and accuracy, following up where necessary.
• Process engineers’ paperwork in line with SLAs.
• Ensure jobs are closed within agreed SLAs and passed for invoicing with accurate information.
• Maintain and update support documentation and job tracking.
• Escalate internal issues such as stock levels, site concerns, or engineer availability in a timely manner.
• Collaborate with Logistics and Warehouse teams to ensure timely delivery of stock for engineer installations.
• Keep clients updated on the status of their queries and provide relevant information as needed.
• Manage your time effectively to ensure daily objectives are consistently met.

What We’re Looking For

• Strong attention to detail and organisational skills with an ability to accurately record and track information.
• Excellent verbal and written communication skills, with a professional telephone manner.
• Ability to work independently, taking initiative and ownership of tasks.
• Trustworthy, able to maintain confidentiality, and adapt to changing needs.
• A flexible and positive attitude, with the ability to work weekends when needed.

What We Offer

• Salary up to £28k
• 31 days holiday (inclusive of bank holidays).
• Pension and Private Medical Scheme.
• Flu Vaccinations & Free Eye Tests
• Company bonus scheme – we love rewarding our team!
• Team Hug every month with opportunities to be nominated for the ‘Star of the Month’ award.
• Access to our benefits portal with discounts on retail, hospitality, cinema, flights, and more!
• Cycle to Work scheme – get active and save!
• Modern office environment with a pool table, table tennis, and an on-site pub garden (perfect for summer BBQs!).
• Fun charity events and team parties.
• Fresh fruit deliveries every Monday & Wednesday, plus a selection of cereals and toast.
• On-site snack shop and coffee van every morning with a variety of hot and cold food and drinks.