Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.
Service Desk Analyst (Customer Service Helpdesk) – Farnborough Business Park (Office based role) – 4 days on / 4 days off shift pattern (7am–7pm / 7pm–7am rotating). Customer service, triaging, inbound call handling, scheduling, 1st point of contact.
What you’ll do
* Act as the 1st point of contact for incidents, requests and queries via telephone, email, B2B and customer portals
* Log incidents, requests and queries via a dedicated online customer portal
* Provide excellent customer service and regular updates to meet agreed expectations
* Coordinate and schedule Engineers or Field Engineering resources to customer sites
* Maintain incident ownership through to resolution and meet SLA targets
* Liaise with suppliers or vendors and escalate where necessary to ensure timely resolutions
Who you are
Passionate about customer service and communication, acting as the first point of contact for IT-related issues, requests and incidents. This is a customer support role and not a technical troubleshooting position. Experience in customer service, retail, coordination or administration is welcomed, and training will be provided. You are willing, flexible, and proficient in Microsoft Office programs.
Key requirements
* Customer service, administration, coordination, retail or similar experience in a demanding environment
* Computer literate with Microsoft Word, Excel, Outlook and Teams
* Call handling or telephone-based customer service experience
* Ability to work both independently and as part of a team
* ITIL awareness (desirable but not essential)
* Ability to commute to the Farnborough office
What we offer
At Telent, we’re committed to creating an inclusive culture where everyone feels valued, supported, and able to thrive. We welcome applicants from all backgrounds and encourage diverse perspectives across our teams.
The additional benefits with this role
* 26 days holiday, plus public holidays, and the option to buy or sell days annually
* Company pension scheme
* A range of family friendly policies
* Occupational health support and wellbeing Portal
* Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme.
We are guided by our values and behaviours:
* Be Inclusive
* Take Responsibility
* Collaborate
* Be Customer-focussed
Join us and help deliver critical infrastructure projects that make a real difference.
It’s an exceptional time to be a part of M Group.
#TelentTS IND3