Service Desk Analyst
Location: Camberley, GU15 (Office based)
Working pattern: 4 days on / 4 days off (11hr rotating shifts, 24/7 rota)
Job type: Full time, Permanent
Ref: 1125
Competitive salary, at the desk training, uncapped overtime options, 25 days annual leave and shift-based salary uplift on offer (up to 20% of salary)
Telent are looking for a Service Desk Analyst (Customer Service Desk Agent) to join our growing IT Service Centre based in Camberley. Due to an increase of work and demand of our Managed Services offering, we are in a great place to grow our team to support our growth. Plenty of training and continuous development is on offer.
This is a shift-based role where the successful Service Desk Analyst will be assigned to a 24/7 rotating shift pattern of 4 days on and 4 days off (07:00-19:00 rotating to 19:00-07:00). This SDA position is office based, located at our Camberley office (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:
- Acting as the 1st point of contact for new incidents, requests, and queries raised by Telent customers over a wide range of platforms via telephone, email, B2B and customer portals
- Logging incidents / requests and queries via dedicated online customer portal
- Responsible for ensuring that excellent customer service is provided consistently
- Following up actions in a timely manner and providing regular customer updates / meeting promises
- Be available to work a 4 on / 4 off shift pattern (24/7 rotating shift pattern)
- Attend training sessions where required
- Ordering of spare parts for various IT related incidents via an internal logistics application process
- Booking and scheduling of Engineers / Field Engineering resources to customer sites
- Maintaining the rapport with customers by displaying a detailed understanding of their support requirements and maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution
- Liaise pro-actively with suppliers/partner vendors and escalate where necessary to ensure timely call resolution and achieve customer specific SLA’s
- Understand and proactively operate the “Escalations Procedure”
- Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Centre Manager/Incident Manager
- Schedule / Dispatch appropriate Telent Engineers to resolve any issues or failures that our customer may have, taking into account the SLAs and skill sets of the engineers
Service Desk Analyst – Who you are:
The Service Desk Analyst (Customer Service Desk Agent) will have a natural passion for “Customer Service” and handling customer related calls / queries / problems / issues / requests – this role is a customer managed services support role, that requires you to act as the 1st point of call for any failures, issues, faults or IT related incidents that are called in. This is not a first time troubleshoot and fix role. A background in “retail” or “customer service” will be of great value for this role, although, at-the-desk training will also be provided to develop your skills set. The ideal Service Desk Analyst will be a confident user of Microsoft programs like MS Word, MS Excel, MS Outlook and MS Teams. If you have the desire to kick-start a new career, this could be the right role for you.
Service Desk Analyst – Key requirements:
- Retail or Customer Service experience in a demanding environment is ideal (service desk, helpdesk, call centre, retail, public sector)
- Computer literate and a confident user of Microsoft programmes; Microsoft Word, Microsoft Teams, Microsoft Outlook, Microsoft Excel
- Telephone based customer service / customer assistance experience welcomed
- Successful experience of working in a team and 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 scheme
- Career progression opportunities within the business – sidewards and upwards!
About 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 2,400 brilliant, dedicated people committed to getting the job done well.
Brilliance brought together.
We are guided by our values and behaviours:
- Be Inclusive
- Take Responsibility
- Collaborate
- Be Customer-focussed
