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- Tasks: Join our team as a Service Desk Operator, providing first-level support and incident management.
- Company: Telent is a leading technology company supporting critical services for major industries.
- Benefits: Enjoy 34 days holiday, flexible working options, and discounts on cinema and shopping.
- Why this job: Be part of a dynamic team, enhancing customer service in a fast-paced environment.
- Qualifications: Strong customer service skills and the ability to work under pressure are essential.
- Other info: This role involves 12-hour shifts on a 4 on 4 off rotation.
The predicted salary is between 30000 - 42000 £ per year.
We are currently looking for a Service Desk Operator to join our high performing team within the Service Centre based in the Canning Town area. You will support the Service Desk in delivering the day-to-day operation for the 24/7 Service Desk. The Service Desk is responsible for providing first level support and ownership of all incidents and requests, being the single point of contact for customers often dealing with mission critical systems and services. The 24/7 Service Centre provides network management, 1st and 2nd line maintenance, asset management, logistics services and remote monitoring support to Telent's customers for their business-critical equipment. Some of the industries that the service centre supports include London Underground, Pan TfL, Train Operating Companies, and telecommunications providers.
Please be advised this role is working on a shift rotation of 4 on 4 off, these are 12-hour shifts.
Key Objectives:- Providing first level support and ownership for all incidents and requests
- Initial incident triage of all requests
- Maintaining the rapport with customers by displaying a detailed understanding of their support requirements
- Maintaining high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution
- The proactive contact with suppliers including escalations when necessary
- Ensuring timely call resolution to achieve SLAs
- Following the Escalations Procedure and understanding the process
- Meeting Service Desk (KPI) Key Performance Indicators
- Dispatching engineers to resolve issues
- Ensuring that we maintain excellent customer service
- Actioning requests quickly and efficiently and ensuring actions are followed up in a timely manner, providing stakeholders with updates and meeting any promises that are made
- Administration duties
- Deliver customer service to the highest standard
- A practical and proactive approach to the 24/7 Service Desk Operation
- To take part in open and honest communication as part of the Service Centre team where the workplace environment is proactively focused on issue resolution and service excellence
- Recognise a need for continuity of delivery 24/7, 365 days a year
- Creating a team atmosphere where all in shift respect and value the importance of their role within the team
- Experience of working in complex environments or within a 24-hour service structure
- Working to and achieving key SLA metrics
- Previous experience of working shifts / working flexibly
- Full training will be provided for successful applicants
- Strong Customer Service Skills
- Strong Organisational Skills
- Strong Written and Verbal Communications
- A positive approach to customer service
- A positive approach to problem solving
- The ability to remain calm under pressure
- A practical approach to owning and escalating issues
- Understands the diversity of our customers to modify organisational approach to achieve best fit
- Experience in planning or speaking to internal resources
- 34 days holiday, plus the option to buy or sell five days each year
- 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
Brilliance brought together. We are guided by our values and behaviours: Be Inclusive, Take Responsibility, Collaborate, Be Customer-focussed.
Service Desk Operator - 4 on 4 off Rotational shifts employer: Telent Technology Services Limited
Contact Detail:
Telent Technology Services Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Operator - 4 on 4 off Rotational shifts
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) mentioned in the job description. Understanding these metrics will help you demonstrate your ability to meet and exceed expectations during interviews.
✨Tip Number 2
Highlight any previous experience you have in a 24/7 service environment. Be ready to discuss specific scenarios where you successfully managed incidents or requests, as this will show your capability to thrive in a similar role.
✨Tip Number 3
Prepare to showcase your customer service skills by thinking of examples where you went above and beyond for a customer. This is crucial since the role requires maintaining high levels of customer satisfaction.
✨Tip Number 4
Research Telent and its values, especially their focus on inclusivity and collaboration. Being able to align your personal values with those of the company can make a strong impression during the interview process.
We think you need these skills to ace Service Desk Operator - 4 on 4 off Rotational shifts
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and skills required for the Service Desk Operator position. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Relevant Experience: Emphasise any previous experience in customer service or working in a 24/7 service environment. Use specific examples to demonstrate your ability to handle incidents and requests effectively.
Showcase Communication Skills: Since strong written and verbal communication skills are essential, ensure your CV and cover letter reflect your ability to communicate clearly and professionally. Consider including examples of how you've successfully resolved customer issues.
Tailor Your Application: Customise your CV and cover letter for this specific role. Mention your understanding of the importance of maintaining high levels of incident ownership and customer service, as well as your proactive approach to problem-solving.
How to prepare for a job interview at Telent Technology Services Limited
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Service Desk Operator. Familiarise yourself with the key objectives mentioned in the job description, such as incident triage and maintaining customer rapport. This will help you answer questions confidently and demonstrate your suitability for the role.
✨Showcase Customer Service Skills
Since this role heavily relies on strong customer service skills, prepare examples from your past experiences where you successfully resolved customer issues or maintained high levels of service. Highlight your ability to remain calm under pressure and your proactive approach to problem-solving.
✨Prepare for Shift Work Discussion
Be ready to discuss your experience with shift work and how you manage your time effectively during rotational shifts. Employers want to know that you can handle the demands of 12-hour shifts and maintain productivity throughout your working hours.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of your interview. Inquire about the team dynamics, the tools used for incident management, or how success is measured within the Service Desk. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
