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- Tasks: Be the first point of contact for customer IT queries and ensure excellent service.
- Company: Join Telent, a leading tech company shaping the UK's digital infrastructure.
- Benefits: Enjoy flexible shifts, training opportunities, and discounts on cinema and shopping.
- 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: Office-based role with a 4 days on, 4 days off shift pattern.
The predicted salary is between 24000 - 36000 £ 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 when you are 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
- Ensure that excellent customer service is provided to the customer consistently
- 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
- 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)
- 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.
Locations
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 tailor your approach during interviews and discussions.
✨Tip Number 2
Highlight any relevant experience in customer service or administration roles. Even if you haven't worked in a helpdesk environment, showcasing your skills in retail or coordination can demonstrate your ability to handle customer queries effectively.
✨Tip Number 3
Brush up on your Microsoft Office skills, particularly in Word, Excel, Outlook, and Teams. Being proficient in these tools is essential for the role, and mentioning your comfort level with them can set you apart from other candidates.
✨Tip Number 4
Research Telent and their commitment to diversity and inclusion. Showing that you align with their values and understand their mission can make a positive impression during your application process.
We think you need these skills to ace Technical Support Analyst - IT Help Desk
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, administration, or coordination roles. Emphasise any call handling or IT-related skills, and showcase your proficiency with Microsoft Office programs.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for customer service and communication. Mention specific examples of how you've provided excellent service in previous roles and express your eagerness to develop a career as a Service Desk Analyst.
Highlight Relevant Skills: In your application, clearly outline your skills related to the job description, such as your ability to handle customer queries, log incidents, and coordinate with teams. If you have any knowledge of ITIL, mention it even if it's not essential.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application demonstrates attention to detail and professionalism, which are crucial for a Service Desk Analyst role.
How to prepare for a job interview at Telent
✨Show Your Customer Service Passion
Since this role is all about customer service, make sure to express your enthusiasm for helping others. Share examples from your past experiences where you went above and beyond to assist customers, whether in retail or any other service-oriented job.
✨Familiarise Yourself with Microsoft Office
Proficiency in Microsoft Office is a must for this position. Brush up on your skills in Word, Excel, Outlook, and Teams before the interview. You might be asked about how you've used these tools in previous roles, so be ready to discuss specific examples.
✨Understand the Role of a Service Desk Analyst
Make sure you have a clear understanding of what a Service Desk Analyst does. Research the responsibilities outlined in the job description and think about how your skills align with them. This will help you answer questions more effectively and show that you're genuinely interested in the role.
✨Prepare for Shift Work Discussion
This position involves a 4 days on / 4 days off shift pattern, including night shifts. Be prepared to discuss your availability and willingness to work these hours. It’s important to demonstrate that you can adapt to this schedule and remain committed to providing excellent service at all times.
