IT Service Desk Analyst (Previous Relevant Experince is Required)

Telent are looking for an IT Service Desk Analyst to join the Network Services team at our Bootle, Liverpool office, as part of our Managed Service Operations Delivery team. This is an office-based role, working between the hours of 08:00am-5:00pm, Monday-Friday, requiring the successful candidate to be commutable to Bootle.

We are looking for an IT Service Desk Analyst that has a passion for IT, an intrigue of installing applications / software / IT hardware, and the desire to be involved in crucial business operational tasks relating to troubleshooting and 1st line fixing. This is a telephone / telephony based role that will see you log tickets (incidents / requests), remotely diagnose and troubleshoot and further develop knowledge around our contracts and customers.

When you join our IT Team at Telent, you'll be empowered to innovate and drive common solutions, working closely with technical experts who are proud of the impact their work makes. Come and join a high-performing team that are dedicated to complex and critical tasks. Help us build and keep the nation's critical infrastructure connected and protected.

What you’ll do:

• You will be responsible for full end to end resolution of incoming IT related issues, providing technical and non-technical assistance to diagnose, resolve and escalate IT related incidents and requests to relevant contacts / team members.
• The IT Service Desk Analyst will also be dealing with a broad range of IT faults and working to strict SLA’s and KPI’s.
• Maintain the rapport with customers by demonstrating a detailed understanding of and delivery of their support requirements.
• Log tickets of incidents, requests or problems from customers onto portal.
• Liaise pro-actively with suppliers/partner vendors, and escalate issues where necessary to ensure timely call resolutions to achieve customer specific SLA’s.
• Understand and proactively operate the “Escalations Procedure”.
• Resolve incidents and complete requests, again, in line with customer SLA’s.
• Consistently meet Service Desk Key Performance Indicators (KPI’s) as set by the Service Centre Manager.
• Act as the 1st point of contact for new incidents, requests, and queries raised by Telent customers and external customers over a wide range of platforms via Telephone, email, B2B and customer portals.
• Take responsibility for ensuring that excellent customer service is provided consistently.
• Follow up actions in a timely manner.
• Provide regular customer updates and fulfil any promises that are made.
• Attend training sessions where applicable.
• Order spare parts via an internal logistics application process where required.
• Schedule in Field Engineers / Field Engineering resource as appropriate for any escalations.

Who you are:

We are looking for a customer service driven IT Service Desk Analyst (or an experienced IT Service Desk Analyst / Engineer) to join our fast-paced IT service desk team that provide a 70% and above 1st time fix. We are looking for someone that has a passion for IT and/or IT infrastructure, an intrigue of troubleshooting, fixing or installing applications / software / IT related hardware, and getting involved in crucial business operational tasks like resetting passwords, setting up printers / hardware / applications or software etc. We will be providing ongoing support and development, so the ideal candidate will be open to learning and being trained on the job. Communication is a key element of the role, and being able to resolve any incidents and requests directly with the customer, so you must be comfortable with using phone systems / telephony to communicate with the customers.

Key requirements:

• Experience of working in a demanding environment like Service Desk, Public Sector or Customer Service.
• Confident with call handling / taking inbound calls.
• Previous or current experience of 1st Line troubleshooting / fixing of IT requests / faults.
• A passion or strong interest in IT and fault fixing / troubleshooting.
• Computer literate and a confident user Microsoft Word, Microsoft Teams, Microsoft Outlook, Microsoft Excel.
• Confident in working towards targets / KPI’s.
• ITIL Awareness (desirable).
• Possess full RTW in the UK, have a minimum of 5 years UK residency and eligible for SC Clearance.

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.

The additional benefits with this role:

• Overtime options.
• 26 days holiday, plus public holidays, and the option to buy or sell days annually.
• Company pension scheme.
• Access to FlexBens policy.
• A range of family friendly policies.
• Occupational health support and wellbeing Portal.
• Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme.

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.

We are guided by our values and behaviours:

• Be Inclusive.
• Take Responsibility.
• Collaborate.
• Be Customer-focussed.

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. 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.