Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Be the first point of contact for customer IT queries and requests.
- Company: Join Telent, a leader in technology supporting the UK's critical digital infrastructure.
- Benefits: Enjoy flexible working, discounts, and a supportive company culture.
- Why this job: Make a real impact while developing your career in a diverse and inclusive environment.
- Qualifications: Customer service experience is preferred; training provided for eager learners.
- Other info: Work a 4 days on, 4 days off shift pattern in a modern office.
The predicted salary is between 30000 - 42000 £ per year.
Telent are looking for a Service Desk Analyst (Customer Service Helpdesk Agent / Helpdesk Operator) to join our growing Customer Service Centre in Camberley. 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).
You must be passionate about bringing the digital revolution to homes, infrastructure, and businesses across the country. 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
- 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
- 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
- ITIL Aware (Desirable but not essential)
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.
Company pension scheme
Flexible Benefits platform access
A range of family friendly policies
Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme
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’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.
Technical Support Analyst - IT Help Desk employer: Telent
Contact Detail:
Telent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Analyst - IT Help Desk
✨Tip Number 1
Familiarise yourself with the key responsibilities of a Service Desk Analyst. Understanding the role's focus on customer service and communication will help you demonstrate your passion for these areas during any discussions or interviews.
✨Tip Number 2
Brush up on your Microsoft Office skills, especially in Word, Excel, Outlook, and Teams. Being confident in these applications is crucial, as you'll likely be using them daily to log incidents and communicate with customers.
✨Tip Number 3
Highlight any previous experience in customer service or administration roles. Even if it's not directly related to IT, showcasing your ability to handle customer queries and maintain a positive attitude can set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your approach to meeting Key Performance Indicators (KPIs). Think about how you've successfully managed targets in past roles and be ready to share specific examples that demonstrate your commitment to high performance.
We think you need these skills to ace Technical Support Analyst - IT Help Desk
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Service Desk Analyst position. Tailor your application to highlight relevant experiences in customer service or administration.
Highlight Relevant Experience: Emphasise any previous roles in customer service, retail, or administration. Use specific examples to demonstrate your skills in handling customer queries and your proficiency with Microsoft Office programs.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your passion for customer service and your eagerness to develop a career as a Service Desk Analyst. Mention your understanding of the company's mission and how you can contribute to their goals.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Telent
✨Show Your Customer Service Skills
Since this role is all about customer service, be prepared to share examples of how you've successfully handled customer queries or complaints in the past. Highlight your communication skills and your ability to remain calm under pressure.
✨Familiarise Yourself with Microsoft Office
As proficiency in Microsoft Office is required, make sure you brush up on your skills in Word, Excel, Outlook, and Teams. You might be asked about your experience with these tools, so having specific examples ready will help you stand out.
✨Understand the Role's Responsibilities
Read through the job description carefully and understand the key responsibilities of a Service Desk Analyst. Be ready to discuss how your previous experiences align with these tasks, especially around logging incidents and coordinating resources.
✨Demonstrate Your Willingness to Learn
Since on-the-job training will be provided, express your eagerness to learn and develop in this role. Share any relevant experiences where you've quickly adapted to new systems or processes, showing that you're a fast learner.
