Service Desk Analyst

1 week ago

Ilford, United Kingdom Telent Technology Services Limited Full time

Reporting to the Service Desk Shift Leader the successful Service Desk Analyst will provide first level customer support and ownership of all incidents and requests. The Service Centre is the single point of contact to Telent's customers for mission critical systems and service issues and is a 24/7 environment. This role is to work 4 on 4 off Night Shifts, 7pm -7am. Once training is completed in our Pirin Court office, E16, 4TL and you are competent in the role there will be opportunity to work some shifts at home. What you'll do: Acting as the 1st point of contact for new incidents, requests, and queries raised by Telent customers over a wide range of platforms via the telephone, email, B2B and customer portals Understand and proactively operate the "Escalations Procedure" Resolve Incidents and complete requests in line with customer SLA's. Booking Field Engineers / field engineering resource as appropriate Meet Service Desk (KPI) Key Performance Indicators as set by the Service Centre Manager Responsible for ensuring that excellent customer service is provided consistently Be available to work to an agreed shift rota. This role is ideal for someone who is confident using computers and has experience working in a fast‑paced Customer Support environment. Whether you've worked on a service desk, helpdesk, in retail, or any busy customer-facing role, you'll already have the kind of experience that helps you succeed here. Key Requirements: Telephone based customer service / customer assistance experience. Computer literate and a confident user of Microsoft Tools, Microsoft Word, Outlook and Excel. Previous or current experience of 1st Line troubleshooting / fixing of requests / faults. Experience of working towards targets/KPI's. The role is to work Nights 4 on 4 off 12 hour shifts, 7pm to 7am, Required skills for this position: "Service Desk", ServiceNow, "Customer Support" A career at Telent can span many sectors, roles, technologies and clients 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. Benefits 25 shifts per year holiday, plus the option to buy or sell shifts annually Company pension scheme A range of family friendly policies Occupational health support and wellbeing Portal Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme. #J-18808-Ljbffr

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