Job Description: Service Desk Analyst
Telent is seeking a Service Desk Analyst (Customer Service Helpdesk Agent / Helpdesk Operator) to join our expanding Customer Service Centre in Camberley. We manage numerous prestigious contracts and are experiencing growth, offering opportunities for training and development.
SHIFT PATTERN: 4 days on / 4 days off, rotating shifts from 7am-7pm and 7pm-7am, based at our modern Camberley service centre (GU15 3YL).
About the Role: Our Technology Teams are committed to bringing the digital revolution to homes, infrastructure, and businesses. You will be a vital part of this effort, supporting critical infrastructure and ensuring connectivity and protection 24/7.
Responsibilities:
1. Be the first point of contact for incidents, requests, and queries via multiple platforms including telephone, email, B2B, and portals.
2. Log and track incidents and requests through our online portal.
3. Provide excellent customer service consistently.
4. Follow up on actions and keep customers updated.
5. Participate in training sessions.
6. Order and coordinate spare parts and engineer resources as needed.
7. Maintain rapport with customers by understanding their support needs.
8. Manage incidents through to resolution, liaising with vendors and escalating when necessary.
9. Meet KPIs set by the Service Centre Manager.
Candidate Profile:
This role is focused on customer support, not technical troubleshooting. Experience in retail, customer service, coordination, or administration is desirable but not essential, as training will be provided. Proficiency in Microsoft Office applications is required.
Key Requirements:
* Experience in customer service or related environments.
* Computer literacy, especially MS Word, Excel, Outlook, Teams.
* Call handling and customer service experience is advantageous.
* Ability to work independently and as part of a team.
* ITIL awareness is a plus but not mandatory.
What We Offer:
Opportunities for career development, inclusive culture, and various benefits including pension, flexible benefits, health support, and discounts.
About Telent: A leader in digital infrastructure support, committed to innovation, diversity, and community impact. Join our team of over 2,400 dedicated professionals and make a difference.
We value inclusivity, responsibility, collaboration, and customer focus. Our environment encourages everyone to be themselves and reach their full potential.
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