Service Desk Analyst (Previous Relevant Experince is Required)

Camberley, Surrey
Telent
Service Desk Analyst

Service Desk Analyst

Telent are looking for a Service Desk Analyst (Customer Service Helpdesk Agent / Helpdesk Operator) to join our growing Customer Service Centre in Camberley. We have numerous prestigious managed service contracts that we are currently delivering on and an increasing order book, and we are in a great place to expand our team to support our growth. Plenty of training and development is on offer!

SHIFT PATTERN: 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 and external 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 to the customer consistently
• Follow up actions in a timely manner and provide regular customer updates to meet promises made
• Attend training sessions when required
• Order and arrange spare parts for various IT related incidents or requests 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 resolutions and achieve customer specific Service Level Agreements (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

Service Desk Analyst – Who you are:

The Service Desk Analyst (Customer Service Helpdesk Agent / Helpdesk Operator) is passionate about customer service and communication, acting as the first point of contact for any IT-related issues, requests, and incidents that come in from our customers. This role focuses on customer support – this is NOT a technical troubleshooting / fixing / 1st Line IT support role.

Although a specific Service Desk Analyst job history or experience is not essential, we would welcome and strongly consider experience in a retail, customer service, coordinator / coordinating, or administration environment, though on-the-job training will be provided. Proficiency in using Microsoft Office programs, Like MS Word, MS Excel, MS Outlook, and MS Teams, would be required. If you’re eager to start and develop a career as a Service Desk Analyst, this role could be the perfect fit 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 etc.)
• 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 pension scheme
• Flexible Benefits platform access
• A range of family friendly policies
• Occupational health support and wellbeing Portal
• Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme

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.

We’re passionate about creating an environment that champions diversity and inclusion, where everyone feels they belong, can be themselves and empowered to reach their full potential. People are at the heart of our business, and we believe that our teams should reflect the diverse experiences and backgrounds of the communities we support.

We’re guided by our values and behaviours:

• Be Inclusive
• Take Responsibility
• Collaborate
• Be Customer-focused

Brilliance brought together.