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 we have an increasing order book.
For a complete understanding of this opportunity, and what will be required to be a successful applicant, read on.
We are in a great place to expand our team to support the growth we are experiencing. Plenty of at-the-desk training is provided and career development is on offer!
THIS IS A SHIFT BASED ROLE: 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 every shift (breaks are included). This role will see you work out of our modern office based in Camberley (GU15 3YL, near Sainsbury’s).
Service Desk Analyst - What you’ll do:
Act as the 1st point of contact for new incidents, requests, and queries raised by Telent and our external customers over a wide range of platforms - telephone, email, B2B and customer portals
Collect data and 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 team 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 understanding of the 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
Achieve or exceed 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, by 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, and is NOT a technical troubleshooting / fixing / 1st Line IT related role.
Although a specific Service Desk Analyst job history or experience is not essential, we would welcome and strongly consider experience from retail, customer service, coordinator / coordinating, or administration environments. On‐the‐job training will be provided so you must be willing and flexible. Proficiency in using Microsoft Office programs, like Microsoft Word, Microsoft Excel, Microsoft Outlook, and Microsoft Teams, is required. If you're eager to start and develop a career in an entry‐level role such as a Service Desk Analyst, this could be the perfect start for you.
Service Desk Analyst - Key requirements:
Administration, Coordinating / 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 assistant experience is welcomed
Successful experience of working in a team and working on your own
ITIL Aware (Desirable but not essential)
Commutable to the Camberley office daily
Full UK driving license – highly desirable
Full RTW in the UK and minimum 5 years UK residency (to obtain SC Clearance)
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
Access to the Flexible Benefits portal
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 2,500 brilliant, dedicated people committed to getting the job done well.
We’re guided by our values and behaviours:
Be Inclusive
Take Responsibility
Collaborate
Be Customer-focused
Brilliance brought together.