IT Support and Service Desk Operator

2 weeks ago

Camberley Surrey, United Kingdom Telent Technology Services Limited Full time

Service Desk Analyst
Camberley office, Riverside Way, Surrey (Office based)
Full time, Permanent


Telent are looking for a Service Desk Analyst (Customer Service Desk Agent) to be a part of our growing IT Service Centre team in Camberley Due to an increase of work and high demand of our Managed Services capabilities, we are in a great place to grow our team in ensuring that we maintain successful delivery of our support services.
You have to 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 - to innovate and develop networks and systems for millions. Help build and keep the nation's critical infrastructure connected and protected 24/7.
Service Desk Analyst - What you'll do:
Acting as the 1st point of contract for new incidents, requests, and queries raised by Telent customers over a wide range of platforms via the telephone, email, B2B and customer portals
Responsible for ensuring that excellent customer service is provided consistently
Be available to work a 4 on / 4 off shift pattern (24/7 rotating shift pattern)
Attend training sessions
Booking Field Engineers / field engineering resources to customer sites
Maintaining the rapport with customers by displaying a detailed understanding of their support requirements and maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution
Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Centre Manager/Incident Manager
Schedule / Dispatch an appropriate Telent Engineers to resolve any issues or failures that our customer has, taking into account the SLA's and skill sets of the engineers
Service Desk Analyst - Who you are:


The Service Desk Analyst (Customer Service Desk Agent) will have a natural passion for "Customer Service" and handling customer related calls / queries / problems / issues / requests - this role is a customer support focused role, that requires you to act as the first point of call for any failures, issues, faults or IT related incidents that are called in. A background in "retail" or "customer service" will be of great value for this role, although, at-the-desk training will also be provided to enhance your skills set. Service Desk Analyst - Key requirements:
Retail or Customer Service experience in a demanding environment is ideal (service desk, helpdesk, retail, public sector)
Computer literate and a confident user Microsoft Word, Microsoft Tools, Microsoft Outlook, Microsoft Excel
Telephone based customer service / customer assistance experience
ITIL Aware (Desirable)
Telephone based customer service / customer assistance experience is a huge advantage
Competitive starting salary + uncapped overtime options
~34 days holiday / shift leave allowance, plus the option to buy or sell five days each year
~ Company matched pension scheme
~ A range of family friendly policies
~ Occupational health support and well-being Portal
~ Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme
~ Career progression opportunities within the business - sideways and upwards

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.

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