At a Glance
- Tasks: Be the first point of contact for customer queries and ensure excellent service.
- Company: Join Telent, a leading tech company with a focus on innovation and teamwork.
- Benefits: Enjoy competitive pay, uncapped overtime, and 25 days annual leave.
- Other info: Flexible shift patterns and a vibrant office culture await you!
- Why this job: Kickstart your career in a supportive environment with plenty of training opportunities.
- Qualifications: Customer service experience is a plus; Microsoft Office skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Location: Farnborough Business Park (Office based role)
Working pattern: 4 days on / 4 days off shift pattern (Rotating shifts, 7am-7pm / 7pm-7am)
Job type: Full time, Permanent
Competitive starting salary - Uncapped overtime options - 20% salary uplift for shift work - Full training and development included - 25 days annual leave
Telent are looking for a Service Desk Analyst (Customer Service Helpdesk Agent / Helpdesk Operator) to join our growing Customer Service team at our new office in Farnborough. We have numerous prestigious managed service contracts that we are currently delivering on and we have an increasing order book. 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 Farnborough.
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 Farnborough office daily
- Full UK driving license - highly desirable
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:
- Continuous training and development
- Company matched 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 Core values and behaviours:
- Be Inclusive
- Take Responsibility
- Collaborate
- Be Customer-focused
Locations
Customer Service Desk Analyst in Farnborough, Hampshire employer: Telent Technology Services Ltd
Telent is an exceptional employer located in the vibrant Farnborough Business Park, offering a supportive work culture that prioritises employee growth and development. With a competitive salary, uncapped overtime options, and comprehensive training, employees are empowered to thrive in their roles while enjoying a healthy work-life balance through a unique 4 days on / 4 days off shift pattern. The company fosters an inclusive environment where diverse ideas are celebrated, ensuring that every team member feels valued and can make a meaningful impact.
Contact Details:
Telent Technology Services Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Desk Analyst in Farnborough, Hampshire
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Telent. Understand their values and what they do. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your past experiences in customer service or retail can translate into the Service Desk Analyst role.
✨Tip Number 3
Show off your soft skills! During the interview, highlight your communication skills and ability to handle customer queries. Remember, this role is all about providing excellent customer service, so let your passion shine through!
✨Tip Number 4
Apply through our website! We want to see your application come through directly. It shows initiative and gives us a chance to see your enthusiasm for joining the Telent team. Plus, it’s super easy!
We think you need these skills to ace Customer Service Desk Analyst in Farnborough, Hampshire
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Service Desk Analyst role. Highlight any customer service experience you have, even if it’s from retail or admin jobs. We want to see how your skills match what we’re looking for!
Show Your Passion for Customer Service:In your application, let us know why you love helping customers. Share any experiences where you went above and beyond to assist someone. This role is all about being the first point of contact, so we want to see that enthusiasm shine through!
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured application that gets straight to the point, making it easy for us to see your qualifications.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Telent Technology Services Ltd
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Service Desk Analyst role. Familiarise yourself with the job description and think about how your previous experience in customer service or administration can relate to the responsibilities outlined. This will help you articulate your fit for the position.
✨Showcase Your Customer Service Skills
Since this role is all about customer interaction, be prepared to share specific examples of how you've provided excellent customer service in the past. Think of situations where you resolved issues or went above and beyond for a customer, as these stories will demonstrate your passion for helping others.
✨Brush Up on Microsoft Office Proficiency
As proficiency in Microsoft Office is required, take some time to review the key functions of Word, Excel, Outlook, and Teams. You might be asked about your experience with these tools, so being able to discuss how you've used them effectively in previous roles will give you an edge.
✨Prepare Questions for Your Interviewers
Interviews are a two-way street, so come prepared with thoughtful questions about the company culture, training opportunities, and what success looks like in this role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
