At a Glance
- Tasks: Be the friendly face of support for our business customers and solve their issues.
- Company: Join Virgin Media O₂, a diverse and inclusive employer.
- Benefits: Enjoy a supportive rewards package and full training.
- Other info: Work in a dynamic team with opportunities for growth and development.
- Why this job: Make a real difference in customer experiences while building your technical skills.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 25000 - 30000 £ per year.
This job is with Virgin Media O₂. Fixed Term Contract: until 31st December 2026. As a Service Desk Analyst at O2 Daisy, you'll be the first friendly and professional point of contact for our business customers when they need support. You'll play a vital role in keeping services running smoothly by responding to incidents and service requests, listening carefully, and making sure each interaction leaves customers feeling informed and supported. This is a great opportunity for someone with a strong customer service background who enjoys problem solving and wants to build technical capability, with full training provided.
In this role, you'll handle queries across multiple channels, diagnose issues, and aim to resolve them at first contact wherever possible. When problems need deeper investigation, you'll escalate them clearly and accurately, while keeping customers updated every step of the way. You'll work as part of a collaborative Network Operations Centre environment, balancing quality, pace, and attention to detail to deliver a consistently high standard of service.
Please note this role is office-based in Peterborough and will require the successful individual to work on a five day rotating shift pattern between 7:00am and 10:00pm, including weekends and Bank Holidays, as required.
The must haves
- Proven experience in a customer-focused role with strong interpersonal skills
- Ability to manage workloads, priorities, and deadlines effectively
- Confident communicating with customers via phone, email, and digital channels
- Flexible to work varied shifts and occasional overtime
The other stuff we are looking for
- A structured, methodical approach to problem solving
- Ability to work both independently and as part of a team
- Experience in a high-volume or fast-paced environment
- Exposure to first line troubleshooting or technical support (desirable not essential)
- Confidence handling challenging customer interactions calmly and professionally
- Strong attention to detail when logging and updating tickets
What's in it for you
Working at O2 Daisy, you'll get a rewards package that is designed to support both you and your loved ones, making sure that you're covered no matter what life throws your way.
Next steps
If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.
Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. The interview process will involve a video interview and an in-person assessment centre. If you're offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.
Service Desk Analyst (Customer Support) in Peterborough employer: Virgin Media O₂
At Virgin Media O₂, we pride ourselves on being an inclusive employer that values diversity and fosters a supportive work culture. As a Service Desk Analyst in Peterborough, you'll benefit from comprehensive training, a collaborative environment, and a rewards package designed to support you and your loved ones. Join us to grow your technical skills while making a meaningful impact on our customers' experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst (Customer Support) in Peterborough
✨Tip Number 1
Get to know the company! Research Virgin Media O₂ and understand their values, especially their commitment to inclusivity. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Since you'll be the first point of contact for customers, think about how you'd handle different scenarios. Role-play with a friend or family member to build your confidence in managing queries and resolving issues.
✨Tip Number 3
Be ready for the video interview! Make sure your tech is working, find a quiet space, and dress professionally. Prepare to discuss your experience in customer support and how you can contribute to keeping services running smoothly at O₂ Daisy.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're proactive and serious about joining the team. Don’t forget to highlight your problem-solving skills and attention to detail in your application!
We think you need these skills to ace Service Desk Analyst (Customer Support) in Peterborough
Some tips for your application 🫡
Show Your Customer Service Skills:Make sure to highlight your experience in customer-focused roles. We want to see how you've handled queries and supported customers in the past, so share specific examples that showcase your interpersonal skills.
Be Clear and Concise:When writing your application, keep it straightforward. We appreciate clarity, so avoid jargon and get straight to the point about your qualifications and experiences relevant to the role.
Tailor Your Application:Take a moment to customise your application for this specific role. Mention how your skills align with the responsibilities of a Service Desk Analyst and why you’re excited about working with Virgin Media O₂.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the recruitment process.
How to prepare for a job interview at Virgin Media O₂
✨Know Your Customer Service Basics
Brush up on your customer service skills before the interview. Be ready to share specific examples of how you've handled challenging customer interactions in the past. This will show that you understand the importance of keeping customers informed and supported.
✨Familiarise Yourself with Technical Support
Even if you don't have extensive technical experience, it’s helpful to understand basic troubleshooting steps. Research common issues that might arise in a service desk role and think about how you would approach solving them. This will demonstrate your problem-solving mindset.
✨Practice Your Communication Skills
Since you'll be communicating with customers via various channels, practice articulating your thoughts clearly and professionally. Consider doing mock interviews with a friend or family member to refine your responses and ensure you come across as confident and approachable.
✨Show Your Flexibility and Team Spirit
Be prepared to discuss your availability for varied shifts and your ability to work as part of a team. Share examples of how you've successfully collaborated with others in fast-paced environments, as this is crucial for the role at Virgin Media O₂.
