Service Desk Analyst
Job Details
Full Job Description
Service Desk Analyst
Location:
Camberley office, Riverside Way, Surrey (Office based)
Job type: 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.
Our Technology Teams at Telent are committed and enterprising. 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. The work is complex, but the reward is great - our work
makes an impact! 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
- Following up actions in a timely manner
- Providing regular customer updates and meeting promises made
- Be available to work a 4 on / 4 off shift pattern (24/7 rotating shift pattern)
- Attend training sessions
- Ordering of spare parts via an internal logistics application process
- 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
- Liaise pro-actively with suppliers/partner vendors and escalate where necessary to ensure timely call resolution in order to achieve customer specific SLA's
- Understand and proactively operate the "Escalations Procedure"
- 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. If you have
the desire to kick-start a new career, this could be the right role
for you.
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
- Successful experience of working in a team
- ITIL Aware (Desirable)
- Telephone based customer service / customer assistance experience is a huge advantage
Telent - What we offer:
A career at
Telent can span sectors, roles, technologies, and customers 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.
The additional benefits with this role:
- 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!
About
Telent:
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 work together to
make everyday life work better for everyone. You'll be part of a team
of more than 3,000 brilliant, dedicated people committed to getting
the job done well.
Brilliance brought together.
We are guided by our values and behaviours:
- Be Inclusive
- Take Responsibility
- Collaborate
- Be Customer-focused
Service Desk Analyst
Telent Technology Services Limited
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