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: 1218
Competitive starting salary - Uncapped overtime options - 20% salary uplift for shift work - At the desk training - 25 days annual leave - ongoing career development
Telent are looking for a Service Desk Analyst (Customer Service Helpdesk Agent) to join our growing Customer IT Service Centre in Camberley. Due to an increase of work and demand for our Managed Service offerings, we are in a great place to expand our team to support our growth. Plenty of training and continuous career development / progression is on offer!
This is a 4 days on / 4 days off shift pattern role, where the successful Service Desk Analyst will complete an 11h rotating shift - 7am-7pm, rotating to 7pm-7am for every shift. This will be office based, from our modern Camberley service centre (GU15 3YL).
Our Technology Teams at Telent are committed and enterprising. You must be when you are bringing the digital revolution to homes, infrastructure, and businesses across the country. Be prepared to jump right in when you join. The work is complex, but the reward is great - our work makes an impact! Help build and keep the nation's critical infrastructure connected and protected 24/7.
Service Desk Analyst - What you'll do:
Act as the 1st point of contact for new incidents, requests, and queries raised by Telent customers over a wide range of platforms - telephone, email, B2B and customer portals
Log incidents, requests and queries via a dedicated online customer portal
Ensure that excellent customer service is provided consistently
Follow up actions in a timely manner and providing regular customer updates to meet promises made
Attend training sessions when required
Order and arrange spare parts for various IT related incidents via an internal logistics application process
Coordinate / arrange and schedule Engineers or Field Engineering resources to customer sites
Maintain rapport with our customers by displaying a detailed understanding of their support requirements and contracts
Maintain high levels of incident ownership throughout the Incident Lifecycle to a satisfactory customer resolution
Liaise pro-actively with suppliers or partner vendors and escalate where necessary to ensure timely call resolution and achieve customer specific SLA's
Understand and proactively operate the "Escalations Procedure"
Meet the Service Desk Key Performance Indicators (KPI's) as set by the Service Centre Manager / Incident Manager Service Desk Analyst - Who you are:
The Service Desk Analyst (Customer Service Helpdesk Agent) will have a natural passion for "Customer Service" and handling customer communications - this role is a customer services support role, that requires you to act as the 1st point of call for any failures, issues, faults, requests or IT related incidents that are called in. This is NOT however, a 1st Line IT support / technical troubleshooting and fix role.
A background in "retail" or "customer service" or "Coordinating" or "administration" will be of great value in this role, although, at-the-desk training will also be provided to further develop your skills set. The Service Desk Analyst will be a competent user of Microsoft programs like MS Word, MS Excel, MS Outlook and MS Teams. If you have the desire to kick-start a new long-term career, this could be the right role for you.
Service Desk Analyst - Key requirements:
Administration, Coordinator, Retail or Customer Service experience in a demanding environment is ideal (service desk, customer service, helpdesk, call centre, retail, public sector)
Computer literate and a confident user of Microsoft programmes; Microsoft Word, Microsoft Teams, Microsoft Outlook, Microsoft Excel
Call handling / telephone-based customer service / customer service assistant experience is welcomed
Successful experience of working in a team and working on your own
ITIL Aware (Desirable but not essential)Telent - What we offer:
A career at Telent can span sectors, roles, technologies, and customers giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver.
We nurture the talent that makes this happen, by our on-going commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone to feel they can be themselves and to thrive at work.
Other additional benefits with this role:
Company matched pension scheme (between 4-6% contribution will be matched)
A range of family friendly policies
Occupational health support and wellbeing Portal
Discounts on Cinema, Restaurants and Shopping with Telent Reward schemeAbout Telent:
Telent is a leading technology company and specialist in the design, build, support and maintenance, drawing on decades of experience in mission critical communications and technology of the UK's critical digital infrastructure. The work we do helps connect thousands of people and communities, using the best technology and innovation available. When you join us, you'll have the opportunity to make a real impact on all our futures by fulfilling your potential and delivering high performance. We work together to make everyday life work better for everyone. You'll be part of a team of more than 2,500 brilliant, dedicated people committed to getting the job done well.
Brilliance brought together.
We are guided by our core values and behaviours:
Be Inclusive
Take Responsibility
Collaborate
Be Customer-focussed