Service Desk Analyst

Overview

Telent is looking for a Service Desk Analyst (Customer Service Helpdesk Agent / Helpdesk Operator) to join our growing Customer Service Centre in Camberley. This is a shift-based role with a 4 days on / 4 days off pattern. Location: Camberley, GU15 3YL (office based).Working pattern: 4 days on / 4 days off (rotating shifts, 7am-7pm / 7pm-7am). Job type: Full-time, Permanent. Benefits include a competitive starting salary, uncapped overtime options, a 20% uplift for shift work, full training and development, and 25 days annual leave.THIS IS A SHIFT-BASED ROLE: 11-hour rotating shifts (7am-7pm, then 7pm-7am) with breaks included. The role is based at our Camberley office (GU15 3YL, near Sainsbury’s).Responsibilities

Act as the first point of contact for new incidents, requests and queries raised by Telent and external customers across telephone, email, B2B and customer portalsLog incidents, requests and queries via the dedicated online customer portalProvide excellent customer service consistently and follow up actions in a timely mannerAttend team training sessions as requiredOrder and arrange spare parts for IT-related incidents or requests via internal logistics systemsCoordinate and schedule Engineers or Field Engineering resources to customer sitesMaintain rapport with customers, understanding their support requirements and contractsMaintain ownership of incidents through the lifecycle to a satisfactory resolutionLiaise with suppliers or partner vendors and escalate as needed for timely resolutionsMeet or exceed customer-specific Service Level Agreements (SLAs)Understand and operate the Escalations ProcedureMeet Service Desk KPI targets as set by the Service Centre ManagerQualifications and Requirements

Experience in Administration, Coordinating/Coordinator, Retail or Customer Service in a demanding environment (service desk, call centre, retail, etc.) is idealComputer literate with Microsoft Word, Excel, Outlook and TeamsCall handling / telephone-based customer service experience welcomeAbility to work in a team and independentlyITIL awareness is desirable but not essentialCommutable to the Camberley office dailyFull UK driving license – highly desirableFull right to work in the UK and minimum 5 years UK residency (to obtain SC Clearance)About Telent

Telent is a leading technology company and specialist in design, build, support and maintenance for the UK’s critical digital infrastructure. We offer opportunities to develop, learn new skills and make an impact across sectors and customers. We promote an inclusive culture that respects and values difference and encourages everyone to thrive at work.What we offer

Company pension schemeAccess to the Flexible Benefits portalFamily-friendly policiesOccupational health support and wellbeing portalDiscounts on cinema, restaurants and shopping with Telent RewardsAdditional information

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