Service Desk Analyst
Camberley, Surrey, United Kingdom(On-site)
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
Benefits include: Competitive starting salary, uncapped overtime, 20% shift uplift, training, 26 days leave, career development
Telent is seeking a Service Desk Analyst (Customer Service Helpdesk Agent) to join our Customer IT Service Centre in Camberley. We support numerous managed service contracts and are expanding our team to support growth. Training and career progression are available.
This role involves a 4 days on / 4 days off shift pattern, working 11-hour rotating shifts from our modern office in Camberley (GU15 3YL).
Our Technology Teams are committed to bringing the digital revolution to homes, infrastructure, and businesses. Join us to contribute to critical infrastructure and make an impact.
Responsibilities:
* Act as the first point of contact for incidents, requests, and queries via phone, email, portals
* Log incidents and requests through an online portal
* Provide excellent customer service
* Follow up and update customers
* Attend training sessions
* Order and coordinate spare parts and engineer resources
* Maintain rapport and understanding of customer requirements
* Manage incident ownership and resolution
* Coordinate with vendors and escalate as needed
* Understand and operate escalation procedures
* Meet KPIs set by management
Candidate profile:
Customer service-oriented with good communication skills. Experience in retail, customer service, call centers, or administration is valuable. Proficiency in Microsoft Office is required. On-the-job training will be provided.
Minimum requirements:
* Experience in customer service, retail, or helpdesk environments
* Proficiency in Microsoft Office
* Teamwork and independent working skills
* ITIL awareness is a plus
What we offer:
* Company matched pension (4-6%)
* Family-friendly policies
* Health and wellbeing support
* Discounts through Telent Rewards
About Telent:
Telent is a leading technology company specializing in critical digital infrastructure, supporting communities and businesses across the UK. Join our team of over 2,500 dedicated professionals to make a difference.
Our values:
* Be Inclusive
* Take Responsibility
* Collaborate
* Be Customer-focused
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