Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Be the first point of contact for customer queries and incidents, ensuring excellent service.
- Company: Join Telent, a leading tech company shaping the UK's digital infrastructure.
- Benefits: Enjoy 26 days annual leave, flexible benefits, and discounts on cinema and shopping.
- Why this job: Make a real impact while developing your skills in a supportive team environment.
- Qualifications: Customer service experience is ideal; training provided for eager learners.
- Other info: Office-based role with a modern workspace in Camberley.
The predicted salary is between 24000 - 36000 £ per year.
Service Desk Analyst
Location: Camberley, GU15 3YL (Office based role)
Working hours: 37.5 hours per week, Monday to Friday
Job type: Full time, Permanent
Competitive starting salary – At the desk training – 26 days annual leave and Public bank holidays
Telent are looking for TWO Service Desk Analysts (Customer Service Helpdesk Agents / Helpdesk Operators) to join our growing Customer Service Centre in Camberley. We have numerous prestigious managed service contracts that we are currently delivering on and an increasing order book, and we are in a great place to expand our team to support our growth. Plenty of training and development is on offer!
This Service Desk Analyst role will cover x3 shift patterns that change week by week. Day shift patterns are as follows:
The successful Service Desk Analyst will be contracted to work 37.5 hours per week, and will be office-based from our modern Camberley office building (GU15 3YL).
Our Technology Teams at Telent are committed and enterprising. You must be when you are bringing the digital revolution to homes, infrastructure, and businesses across the country. Be prepared to jump right in when you join. The work is complex, but the reward is great – our work makes an impact! 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 tickets and triage based on severity of incident / request or query
- 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 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 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 and achieve customer specific Service Level Agreements (SLA\’s) and meet Key Performance Indicators (KPI\’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, acting as the first point of contact for any issues, requests, and incidents that come in from our key customers within the Public Services sector. This role focuses on customer support and customer service – 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 consider experience in a retail, customer service, call centre, 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, Coordination / Coordinator, Retail Assistant 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
- Triage / call handling / telephone-based customer service / customer service assistant experience is welcomed
- Successful experience of working in a team and working on your own
- ITIL Aware (Desirable but not essential)
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 platform
- A range of family friendly policies
- Occupational health support and wellbeing Portal
- Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme
Telent: We\’re guided by our values and behaviours:
- Be Inclusive
- Take Responsibility
- Collaborate
- Be Customer-focused
Brilliance brought together.
#LI-Onsite
#TJ-Onsite
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 3,000 brilliant, dedicated people committed to getting the job done well.
Brilliance brought together.
We are guided by our values and behaviours:
Be Inclusive
Take Responsibility
Collaborate
Be Customer-focussed #J-18808-Ljbffr
Service Desk Analyst employer: Telent Technology Services Ltd
Contact Detail:
Telent Technology Services Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the key responsibilities of a Service Desk Analyst. Understanding the importance of customer service and communication will help you stand out during interviews, as this role is all about being the first point of contact for customers.
✨Tip Number 2
Brush up on your Microsoft Office skills, especially in Word, Excel, Outlook, and Teams. Being proficient in these tools is essential for the role, and demonstrating your competence can give you an edge over other candidates.
✨Tip Number 3
Showcase any relevant experience you have in customer service or administration roles. Even if you haven't worked in a helpdesk environment, highlighting your ability to handle customer queries and maintain rapport can be beneficial.
✨Tip Number 4
Research Telent's values and culture. Understanding their commitment to inclusivity and collaboration can help you align your responses during interviews, showing that you're a good fit for their team.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, administration, or coordination roles. Emphasise any skills that align with the job description, such as proficiency in Microsoft Office programs.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to handle queries effectively. Mention specific examples from your past experiences that demonstrate your communication skills and problem-solving abilities.
Highlight Relevant Skills: In your application, clearly outline your skills related to triage, call handling, and customer service. If you have experience working in a team or independently, make sure to include that as well.
Show Enthusiasm for Training: Express your eagerness to learn and develop within the role. Mention your willingness to attend training sessions and how you see this position as an opportunity to grow your career in customer service.
How to prepare for a job interview at Telent Technology Services Ltd
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a Service Desk Analyst. Be prepared to discuss how your previous experience in customer service or administration aligns with these duties.
✨Showcase Your Communication Skills
As this role is heavily focused on customer interaction, practice articulating your thoughts clearly and confidently. Prepare examples of how you've successfully handled customer queries or complaints in the past.
✨Familiarise Yourself with Microsoft Tools
Since proficiency in Microsoft Office programs is required, brush up on your skills in Word, Excel, Outlook, and Teams. You might be asked about your experience with these tools during the interview.
✨Demonstrate Your Customer Focus
Be ready to discuss specific instances where you went above and beyond for a customer. Highlight your passion for providing excellent service and how you maintain rapport with clients.
